RGP
RGP is currently seeking a Principal Business Process Consultant for ITSM /
ITOM to join our fast-growing ServiceNow Practice team. This role is
responsible for the successful delivery of ServiceNow solutions and services in
a client consulting environment.
Business Process Consultants work with a wide range of organizations to help
them operate more efficiently and gain greater value from the ServiceNow
platform. As a Principal Business Process Consultant for ITSM / ITOM, you are
essential in designing and deploying best-practice process solutions that
support the strategic goals of our customers.
In this role, you will lead process discovery, re-engineering, improvement, and
analysis sessions to identify solutions that are repeatable, efficient, and
accelerate value through proven best practices. You will document, prioritize,
and support delivery of solutions that enable customers to manage work
more effectively and achieve project outcomes.
This role also plays a key part in helping clients establish and operationalize a
Common Service Data Model (CSDM) aligned foundation, ensuring ITSM and
ITOM processes are grounded in consistent service
What you will work on
• 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.
What you will bring
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.
Consulting Skills 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
Certifications (Preferred): 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
What you can expect
• An inspirational place for you to do your best work, be engaged in meaningful ways, and continually develop the skills, competencies and qualities that set our team apart.
• Compensation band: $160,000 – $180,000/yr.
• Compensation commensurate with your qualifications, experience, and other factors, including geographic location, market and operational factors.
• Total Rewards based on eligibility include: Medical, Dental, Vision, Life Insurance, Disability Insurance, 401(k) Savings Plan, Employee Stock Purchase Plan, Professional Development Program, Paid Time Off, Paid Holidays and Paid Sick Time (in geographies where legally required).
What we do
At RGP, we’re creating a future where businesses produce their best work without constraints. We’ve built a global network of over 2,600 experts across four regions, providing a comprehensive suite of solutions across on-demand talent, next-generation consulting, and outsourced services to support organizations at every stage of their growth journey. Trusted by Fortune 100 companies and emerging disruptors alike, we challenge conventional ways of working, drive growth, and pave the way for long-term success through bold innovation and fearless collaboration.
Our values guide everything we do and strengthen our commitment to people. By combining smart processes, human-centered design, and advanced technology, we celebrate our team’s excellence and ensure we grow together. We believe in the power of continuous learning and development to drive both individual and organizational success. It’s time to rethink how work gets done. Dare to Work Differently® with RGP.
RGP is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information, veteran status, or any other legally protected trait and encourage all applicants to apply.
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