Principal Business Process Consultant - IT Service Management

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The Role
As a Principal Business Process Consultant (BPC) for IT Service Management, you'll be a trusted advisor to our most strategic customers. You'll lead large-scale ITSM transformations, guiding executive leaders and process owners to achieve measurable business outcomes with ServiceNow. This role is about shaping vision, driving governance, and ensuring adoption at scale - while mentoring others to raise the bar across the ecosystem.
What You'll Do

• Lead complex ITSM transformations for global enterprises, aligning business strategy with ServiceNow best practices.
• Facilitate executive-level design workshops that influence vision, roadmap, and governance.
• Translate customer goals into actionable outcomes with user stories, KPIs, and value realization plans.
• Champion configuration over customization and establish process excellence across engagements.
• Mentor senior consultants, partners, and customer teams to strengthen overall delivery capability.
• Represent Expert Services at the executive level, presenting thought leadership on ITSM trends, AI integration, service operations, and digital transformation.
• Support pre-sales and sales activities with strategic process guidance, solution envisioning, and customer presentations.
• Contribute to ServiceNow's methodologies, best practices, and innovation efforts.
• Contribute to ServiceNow's thought leadership by collaborating with product and innovation teams to evolve methodologies, collateral, and accelerators.

Qualifications
What You Bring

• 8+ years of ITSM consulting and transformation experience with large, complex organizations.
• Deep knowledge of ITSM frameworks (ITIL, IT4IT) and proven success in delivering outcomes at scale.
• Strong executive presence with the ability to influence leadership and guide strategic decisions.
• Experience embedding AI, automation, and modern operating models into ITSM processes.
• Excellent facilitation, communication, and presentation skills.
• Passion for mentoring, knowledge sharing, and building best-in-class delivery teams.

Preferred Certifications

• ServiceNow CIS - IT Service Management
• ServiceNow Certified Implementation Specialist (additional workflows a plus)
• ITIL v4 Managing Professional or Strategic Leader

FD21
For positions in this location, we offer a base pay of $146,400 - $256,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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