[Hiring] Principal Business Process Consultant @RGP

Role Description

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.

• Work with a wide range of organizations to help them operate more efficiently and gain greater value from the ServiceNow platform.
• Design and deploy best-practice process solutions that support the strategic goals of customers.
• Lead process discovery, re-engineering, improvement, and analysis sessions to identify repeatable and efficient solutions.
• Document, prioritize, and support delivery of solutions that enable customers to manage work more effectively.
• Help clients establish and operationalize a Common Service Data Model (CSDM) aligned foundation.

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.
• Partner closely with technical consultants and solution architects to ensure process designs align with CSDM structures.
• 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.
• Identify areas of process and data model improvement and recommend solutions that improve efficiency.
• Validate that KPIs, reporting, and performance metrics are enabled through CSDM-aligned data structures.
• 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.
• Collaborate across the practice to support continuous improvement of delivery methods 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.

Qualifications

• 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.
• Strong understanding of how service models enable ITSM outcomes.
• Ability to translate CSDM concepts into business-friendly language.
• Excellent written and verbal communication skills with strong facilitation and presentation capabilities.
• Exceptional documentation skills, including process models and business requirements.
• Strong customer-centric mindset with experience advising executives.

Requirements

• 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.

What You Can Expect

• An inspirational place for you to do your best work and develop skills.
• Compensation commensurate with your qualifications and experience.
• 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.

Company Description

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 providing a comprehensive suite of solutions across on-demand talent, next-generation consulting, and outsourced services.

• Trusted by Fortune 100 companies and emerging disruptors.
• We challenge conventional ways of working, drive growth, and pave the way for long-term success.
• Our values guide everything we do and strengthen our commitment to people.
• We believe in the power of continuous learning and development.