ServiceNow Business Process Consultant (BPC) for ITOM/ITAM

Role Summary

The ServiceNow Business Process Consultant (BPC) for ITOM/ITAM will act as the functional and consulting lead, helping customers transform IT operations and asset management processes using the ServiceNow platform. The role involves conducting discovery workshops, defining business requirements, designing future-state processes, and guiding ITOM and ITAM implementations aligned with industry best practices and business objectives.

The ideal candidate should possess strong expertise in IT Operations Management (ITOM), IT Asset Management (ITAM), CMDB, Service Mapping, Discovery, Software Asset Management (SAM), Hardware Asset Management (HAM), ITIL processes, and stakeholder management.

Key Responsibilities

Business Consulting & Process Transformation

• Lead customer discovery workshops and requirement-gathering sessions.

• Analyze current-state operational and asset management processes.

• Design future-state processes aligned with ITIL and ServiceNow best practices.

• Translate business requirements into functional solution designs.

• Advise clients on process optimization, automation, and governance strategies.

ServiceNow ITOM Responsibilities

• Design and implement ITOM solutions, including:

o Discovery

o Service Mapping

o Event Management

o Operational Intelligence

o Cloud Discovery

o AIOps

o CMDB Health

• Define CI identification and reconciliation strategies.

• Establish CMDB governance and data quality processes.

• Design monitoring and event correlation strategies.

• Support infrastructure and application visibility initiatives

ServiceNow ITAM Responsibilities

• Lead implementation of:

o Hardware Asset Management (HAM)

o Software Asset Management (SAM)

o Software License Optimization

o SaaS License Management

o Asset Lifecycle Management

• Define asset governance models and compliance controls.

• Drive software reclamation and optimization initiatives.

• Improve asset visibility and utilization across the enterprise.

• Establish inventory management and audit readiness processes

Solution Design & Architecture Support

• Collaborate with ServiceNow Architects and Technical Consultants.

• Create business process flows and functional specifications.

• Validate solution designs against business requirements.

• Participate in architecture and design reviews.

• Support integration requirements with external tools and platforms

Stakeholder Management

• Engage with IT Operations, Infrastructure, Security, Procurement, Asset Management, and Leadership teams.

• Facilitate workshops, demonstrations, and governance meetings.

• Present recommendations and transformation roadmaps to executive stakeholders.

• Act as a trusted advisor throughout project lifecycle.

Mandatory Skills

ServiceNow ITOM

• Discovery

• Service Mapping

• CMDB

• Event Management

• Operational Intelligence/AIOps

• Cloud Discovery

ServiceNow ITAM

• HAM Pro

• SAM Pro

• Software Licensing

• Asset Lifecycle Management

• Software Compliance