Sr Operations Consultant

Remote

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Role Overview

The ServiceNow Process Owner is responsible for the design, implementation, governance, and continual improvement of Service Catalog Management, Service Request Management and Service Level Management business processes, with a focus on aligning them to ITIL best practices and organizational goals. They ensure processes are fit for purpose, clearly documented, consistently executed, and continually optimized. This role requires collaboration with cross-functional stakeholders to drive operational efficiency and enhance customer and employee experiences.

Key Responsibilities

Process Design, Documentation & Implementation

• Define the process mission, vision, goals, KPIs, and success metrics.

• Design, document, and maintain process flows, standard operating procedures (SOPs), work instructions, and related artifacts aligned with ITIL frameworks.

• Lead process implementation and ensure adherence to organizational standards and compliance requirements.

Performance Monitoring & Continuous Improvement

• Analyze process and product performance data to identify trends and areas for improvement.

• Monitor KPIs and evaluate the effectiveness of implemented processes.

• Identify bottlenecks and inefficiencies; propose and implement optimizations.

• Drive innovation, automation, and ongoing process enhancements.

Governance & Accountability

• Act as the single point of accountability for the process.

• Ensure proper change management, including documentation, communication, and minimal disruption to service.

• Provide formal process testing and user acceptance testing (UAT) sign-off.

• Ensure consistent execution across the organization.

Stakeholder Engagement & Collaboration

• Partner with platform owners, demand managers, development teams, and support functions to prioritize backlog items and resolve cross-functional issues.

• Participate in requirements gathering and decision-making discussions.

• Promote a culture of ownership, accountability, and process excellence.

User Experience & Product Ownership

• Define product vision and roadmap.

• Determine necessary features, functionality, and user experience criteria.

• Convey product/process value and position it effectively.

• Review stories for completeness and clear acceptance criteria.

Training & Enablement

• Conduct user research to understand pain points.

• Deliver training, workshops, and communications to ensure adoption.

• Support knowledge sharing and continuous learning.

Knowledge and Skills Requirements

Must possess:

• 2-5 years of ServiceNow product knowledge in the areas of Service Catalog, Request Management and Service Level Management

• Excellent verbal and written communication skills

• Strong interpersonal skills (including negotiation)

• Highly proficient presentation skills including use of PowerPoint

Ability to:

• Effectively communicate with all levels of the organization

• Demonstrate analytical and problem-solving skills

• Work on multiple overlapping projects

Experience:

• 3-5 years of experience in a ServiceNow Business Analyst or Process Owner role

• ITIL certification

• ServiceNow Admin certification

Success Traits & Behavioral Expectations

Core Behavioral Competencies

• Assertive & Proactive: Speaks up, anticipates challenges, and takes initiative.

• Analytical & Data-Driven: Uses data to guide decisions and improvements.

• Collaborative & Communicative: Works across teams and communicates clearly and effectively.

• Creative Problem Solver: Brings innovation to overcome obstacles and improve processes.

• Big Picture Thinker: Considers upstream/downstream impacts and long-term outcomes.

• Adaptable & Resilient: Comfortable navigating ambiguity and evolving priorities.

• Customer-Centric: Prioritizes stakeholder satisfaction and value delivery.

Leadership & Influence

• Inspires trust and alignment across the organization.

• Encourages feedback and drives consensus in decision-making.

• Demonstrates accountability, ownership, and a passion for excellence.

Cultural Alignment (Core Values in Action)

• Respect for the Individual: Foster inclusivity, empathy, and collaboration.

• Discipline: Adhere to process rigor while staying responsive.

• Unwavering Focus: Maintain dedication to outcomes and service excellence.

• Solutions, not Problems: Lead with curiosity and a drive to solve.

• Empowerment at the Point of Contact & ARO: Take initiative and inspire others to do the same.