ServiceNow PSDS Business Process Consultant (387)

• →Lead business process discovery, stakeholder workshops, and requirements-gathering sessions for ServiceNow PSDS/CSM solutions 
• →Document current-state and future-state workflows for public sector service intake, case management, fulfillment, approvals, notifications, SLAs, reporting, and CRM-style operations
• →Translate stakeholder needs into clear business requirements, user stories, acceptance criteria, process maps, and configuration-ready guidance for technical teams
• →Advise clients and delivery teams on ServiceNow PSDS/CSM best practices, platform-aligned workflow design, and process standardization
• →Collaborate with solution architects, developers, product owners, business stakeholders, and testing teams to ensure requirements are complete, scalable, and aligned to desired business outcomes
• →Support backlog refinement, sprint planning, demos, testing support, documentation, training, knowledge transfer, and operational readiness activities
• →Other duties as assigned

• Demonstrated experience as a Business Process Consultant, Business Analyst, Functional Consultant, or similar role supporting ServiceNow implementations 
• Experience with CRM workflows, business process consulting, requirements facilitation, process mapping, user story development, acceptance criteria, and stakeholder engagement
• Experience implementing or supporting ServiceNow PSDS preferred; ServiceNow CSM experience may be acceptable when paired with strong CRM workflow experience
• Experience defining case management, intake, routing, approvals, SLAs, notifications, service portals/workspaces, reporting, and workflow automation requirements
• Strong understanding of ServiceNow platform best practices, process standardization, testing support, Agile delivery, and stakeholder communication

• Public sector or federal delivery experience, including familiarity with government service delivery, case management, or constituent/customer service workflows 
• Experience supporting demos, solution documentation, user adoption, training, knowledge transfer, and operational readiness
• Additional ServiceNow certifications or hands-on experience across PSDS, CSM, App Engine, or related workflow products

• Bachelor’s degree or equivalent years of experience 
• ServiceNow Certified System Administrator (CSA) preferred
• ServiceNow Certified Implementation Specialist (CIS) - Public Sector Digital Services (PSDS) preferred; CIS - Customer Service Management (CSM) may be acceptable

• Ability to obtain and maintain a Public Trust
• Pursuant to government contracts, US Citizenship is required

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by federal, state, or local laws.

iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of the employment process should email their request to reasonableaccommodations@itechag.com. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.