Senior ServiceNow Business Process Consultant

Senior ServiceNow Business Process Consultant

Company Overview

Milestone is a ServiceNow Partner that works with many of the most recognizable brands in the world. Powered by innovative and talented teams, Milestone helps organizations achieve performance at the speed of business. As a global provider of IT services, Milestone helps clients identify, implement, and manage IT solutions that make their businesses stronger across IT Service Management, IT Operations, Cloud Computing, Project Delivery, workflow automation, and enterprise service management.

Job Overview

Milestone Technologies is seeking a detail-oriented, collaborative, and client-focused Senior ServiceNow Business Process Consultant to support ServiceNow implementation, enhancement, and operational improvement initiatives. As part of one or more project teams, this role provides business process consulting to clients, working closely with business product owners, senior stakeholders, subject matter experts, technical consultants, solution architects, and development teams. The consultant will advise clients on ServiceNow best practices, triage and prioritize requests, gather and analyze requirements, translate business needs into high-quality user stories and functional deliverables, and help ensure solutions align with business objectives, operational processes, platform governance, and ServiceNow best practices. This individual must operate with urgency, demonstrate strong facilitation and communication skills, support multiple concurrent workstreams, and provide thoughtful recommendations that balance people, process, and technology considerations.

Responsibilities

• Facilitate discovery workshops, stakeholder interviews, demos, and working sessions with senior management, business stakeholders, subject matter experts, product owners, and technical teams to understand business needs and illustrate ServiceNow platform and application functionality.
• Triage, analyze, and prioritize operational maintenance requests, enhancement needs, platform improvement opportunities, and project requirements.
• Gather, document, analyze, and validate business and technical requirements, translating them into detailed user stories, acceptance criteria, process documentation, functional specifications, and project deliverables.
• Partner with technical consultants, solution architects, developers, and client teams to translate workshop outputs and requirements into ServiceNow stories, solution options, and actionable delivery plans.
• Develop process designs, process workflow diagrams, operating models, roadmaps, requirements documentation, and written recommendations that are clear, tailored, actionable, and aligned to business priorities.
• Lead or support Agile delivery activities, including backlog grooming, user story refinement, sprint planning, daily standups, release coordination, and other scrum ceremonies.
• Coordinate and oversee ServiceNow feature implementations from initiation through deployment, helping track timelines, resolve issues, communicate with stakeholders, and drive delivery commitments.
• Facilitate client discussions required to make process, prioritization, governance, and solution decisions while clearly articulating options, tradeoffs, pros, cons, risks, and recommendations.
• Assist Engagement Managers and project leads with risks, issues, decisions, actions, changes, timeline tracking, stakeholder communication, and follow-through to completion.
• Participate in baseline data gathering, process assessments, platform assessments, data analysis, prioritization, and the development of IT, ITSM, and ServiceNow improvement strategies and plans.
• Research and maintain awareness of current and emerging ServiceNow processes, policies, platform capabilities, application functionality, governance practices, and technology solutions.
• Develop User Acceptance Testing plans, test scenarios, and supporting materials; coordinate and oversee UAT with business users; and assist with documentation of defects, enhancements, and outcomes.
• Support release management activities, develop go-live plans, and participate in client go-live readiness and deployment activities.
• Develop organizational change management and communication plans, oversee delivery of those plans, and support adoption of new processes and ServiceNow capabilities.
• Develop client training materials and deliver training to business users, stakeholders, and support teams as needed.
• Document workshop and meeting outputs, including meeting notes, decisions, action items, requirements, transcripts, and follow-up materials in the appropriate collaboration and delivery tools.

Qualifications

• 7–10+ years of experience in business analysis, bus