Principal Business Process Consultant – IT Service Management

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.

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.

What You Bring

Preferred Certifications

We offer a base pay of $146,400 - $256,200, plus equity (when applicable), variable / incentive compensation and benefits.

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.

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