Note: The job is a remote job and is open to candidates in USA. ChabezTech LLC is seeking an experienced Lead ServiceNow ITSM Business Process Consultant with expertise in ServiceNow ITSM and AI capabilities. The consultant will lead workshops, provide strategic advisory support, and help organizations maximize value from ServiceNow's AI-enabled functionalities.

Responsibilities

• Lead customer workshops focused on ITSM transformation, process optimization, and AI-enabled workflows
• Facilitate discovery sessions and gather business, functional, and process requirements
• Advise clients on ServiceNow best practices, governance, and operating models
• Drive adoption of ServiceNow Now Assist and related AI capabilities
• Create and document user stories, process flows, requirements, and solution recommendations
• Collaborate with Technical Consultants, Solution Architects, and client stakeholders
• Conduct gap analysis and recommend process improvements aligned with ServiceNow standards
• Support backlog creation, prioritization, and roadmap development
• Provide strategic guidance throughout implementation and deployment activities
• Participate in stakeholder presentations, solution reviews, and executive discussions

Skills

• Active ServiceNow certification (required)
• 7+ years of ServiceNow consulting experience
• Strong expertise in ServiceNow ITSM
• Hands-on experience with ServiceNow Now Assist and AI/GenAI capabilities
• Proven experience leading client workshops and discovery sessions
• Strong requirements gathering and user story documentation skills
• Experience serving as a Business Process Consultant, Process Consultant, or Lead Functional Consultant
• Excellent communication, facilitation, and stakeholder management skills
• Experience working with ServiceNow Professional Services or large enterprise ServiceNow implementations preferred
• Certified Implementation Specialist (CIS) – ITSM
• Certified System Administrator (CSA)
• Additional ServiceNow certifications
• Experience with ITIL processes and service management transformation initiatives
• Experience advising enterprise clients on AI adoption strategies

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