[Hiring] ServiceNow Business Process Consultant @Ovation Healthcare

Role Description

The ServiceNow Business Process Consultant is the primary liaison between each assigned client and the Ovation ServiceNow team. You make sure work is progressing, value is being delivered, and every client reporting need is met on schedule.

• Translate client goals into ServiceNow-aligned processes and user stories, favoring configuration over customization.
• Own the relationship, the sprint communication cadence, and the client’s confidence in their investment.
• Typically lead a portfolio of 3–6 concurrent healthcare clients.

Qualifications

• 5+ years in IT consulting, business process consulting, or client-facing delivery roles.
• 5+ years working on the ServiceNow platform in an implementation, consulting, or platform-owner capacity.
• Hands-on experience with ITSM processes, including Incident, Request, Problem, Change, and Knowledge.
• Proven experience leading discovery and process workshops and writing user stories with acceptance criteria.
• Experience delivering in Agile/Scrum, including sprint planning, reviews, and backlog management.
• Track record of producing clear status reports and executive-ready client communications.
• Ability to manage multiple clients at once and keep commitments on schedule.
• Excellent written and verbal communication, facilitation, and stakeholder management skills.
• ServiceNow Certified System Administrator (CSA).

Requirements

• Spot opportunities to expand adoption and recommend next-phase work that advances the client’s roadmap.
• Deliver a weekly Status Report covering progress, completed stories, upcoming work, risks, and decisions needed.
• Send a Sprint Preview before each sprint begins, outlining committed stories, goals, client dependencies, and testing needs.
• Publish Release Notes as the sprint concludes, summarizing what was delivered, what changed for end users, and any known issues.
• Keep reporting accurate, consistent, and on time across every client in your portfolio.
• Lead discovery sessions and process workshops to understand current state and define future state.
• Advise clients on ServiceNow and ITIL best practices, with a bias toward out-of-box capability.
• Partner with developers and architects to confirm solutions fit the process and the platform.
• Support user acceptance testing, organizational change, and adoption planning.
• Participate in sprint planning, backlog refinement, sprint reviews, and retrospectives.
• Prioritize the client backlog with stakeholders based on business value.
• Maintain engagement records, including RAID logs, decisions, and scope changes.
• Contribute to Ovation playbooks, reporting templates, and the managed-services operating model.

Benefits

• The base compensation range for this position is: $110,438.48 - $165,657.72.
• Compensation ranges could be hourly or salary depending upon the exempt status of the posted position.
• Beginning compensation is determined based on objective factors such as location, qualifications, skills, certifications, and experience.
• Comprehensive health and wellness benefits such as medical, dental, vision, life insurance, short and long-term disability coverage.
• HSA with employer contributions, flexible spending accounts for health care, and dependent care accounts.
• Wellness platform with premium incentives.
• Employee assistance support and additional voluntary supplemental plans including accident, critical illness, hospital indemnity, and child disability insurance.
• Robust and flexible paid time off offerings and company paid holidays.
• 401(k) plan with discretionary employer match opportunities.
• Professional development opportunities.
• Company issued equipment.