[Remote] Principal Business Process Consultant

Note: The job is a remote job and is open to candidates in USA. RGP is seeking a Principal Business Process Consultant for ITSM/ITOM to deliver ServiceNow solutions and services in a client consulting environment. The role leads process discovery, CSDM-aligned design and implementation guidance, and improvement of ITSM, ITOM, and CMDB practices to help customers achieve project outcomes and greater platform value.

Responsibilities

• Prepare and lead process discovery and requirements workshops with customer sponsors and key stakeholders
• Document, communicate, and validate business, functional, and process requirements throughout the engagement lifecycle
• Lead CSDM-aligned discovery workshops to define services, service offerings, application services, and supporting technical services in alignment with ITSM and ITOM use cases
• Partner closely with technical consultants and solution architects to ensure process designs align with CSDM structures, service hierarchy, and CMDB best practices
• Advise customers on CSDM adoption strategy, including scope selection, sequencing, and maturity progression
• Ensure incident, request, change, problem, and operational visibility processes are mapped to consistent service definitions and ownership models
• Identify areas of process and data model improvement and recommend solutions that improve efficiency, platform sustainability, and long-term adoption, particularly across ITSM workflows, ITOM visibility, and CMDB alignment
• Validate that KPIs, reporting, and performance metrics are enabled through CSDM-aligned data structures rather than ad-hoc or tool-specific models
• Provide guidance on ServiceNow tools, features, and capabilities that deliver incremental value
• Ensure all process-related deliverables are complete, consistent, high quality, on time, and outcome-focused
• Design and deliver tailored ServiceNow solution demonstrations aligned to customer objectives, including value-based metrics
• Collaborate across the practice to support continuous improvement of delivery methods, best practices, collateral, and team development
• Maintain deep expertise in ServiceNow products, platform capabilities, industry best practices, and emerging features
• Manage and balance multiple complex projects or initiatives concurrently

Skills

• 8+ years of experience in ITSM and/or ITOM process consulting and implementation
• Bachelor's degree or equivalent practical experience (5–10 years)
• 8+ years of experience working with the ServiceNow platform on current releases
• 3+ years of experience in management consulting, process design, or product management
• Experience participating in or leading CSDM-aligned ServiceNow implementations, including service definition, ownership modeling, and CMDB alignment to ITSM and/or ITOM use cases
• Strong understanding of how service models enable ITSM outcomes, such as incident routing, change impact analysis, operational visibility, and executive reporting
• Ability to translate CSDM concepts into business-friendly language for process owners, service owners, and executive stakeholders
• Excellent written and verbal communication skills with strong facilitation and presentation capabilities
• Exceptional documentation skills, including process models, business requirements, agile user stories, and process guides
• Strong customer-centric mindset with experience advising executives and leading complex initiatives
• Proven team player and team builder
• Ability to adapt quickly in a fast-paced, changing environment
• Strong desire to expand enterprise IT knowledge and be mentored by senior consultants
• Demonstrated ability to influence and consult by presenting options with risks, pros, and cons
• Ability to guide clients through service ownership, accountability, and data stewardship decisions
• Strong interpersonal skills with the ability to work across cultures
• Excellent written and verbal communication skills
• Strong attention to detail and creative problem-solving skills
• Ability to interpret business needs and recommend appropriate process and platform solutions
• Proven record of managing successful client relationships
• ITIL v4 certification
• Certified ServiceNow Administrator (CSA)
• CIS – ITSM and/or CIS – ITOM
• CIS – DISCO, CIS-SM
• MC CMDB HEALTH, MC CONFIGURE THE CMDB
• Familiarity with ServiceNow CSDM 5 framework
• Now Create guidance experience

Benefits

• Incentive Compensation
• Fully remote
• Medical
• Dental
• Vision
• Life Insurance
• Disability Insurance
• 401(k) Savings Plan
• Employee Stock Purchase Plan
• Professional Development Program
• Paid Time Off
• Paid Holidays
• Paid Sick Time (in geographies where legally required)

Company Overview