The Role

We are hiring ServiceNow Business Process Consultants across all experience levels. The BPC role is at the heart of every ServiceNow engagement - translating business requirements into platform solutions, bridging stakeholders and delivery teams, and ensuring every implementation is anchored in sound process design and organisational readiness.

Role & Responsibilities

• Facilitate and document requirements workshops with business and IT stakeholders across all relevant process areas

• Translate business requirements into ServiceNow configuration specifications, process maps, user stories, and functional design documents

• Maintain requirements traceability matrices and ensure all requirements are tracked from discovery through to sign-off

• Advise stakeholders on ServiceNow capabilities, standard processes, and configuration options for their module

Requirements

• Minimum of 5 years Business analysis experience

• Strong facilitation and communication skills - able to run workshops and manage diverse stakeholder groups

• Ability to produce clear, structured BA artefacts: process maps, user stories, test scripts, RTMs, and RAID logs

• Understanding of the ServiceNow module relevant to your primary specialism - hands-on platform exposure is an advantage

• Good understanding of Agile/Scrum - comfortable participating in sprint ceremonies and iterating on requirements

• At Senior/Lead level: proven track record owning full BA workstreams, leading change management, and engaging executive stakeholders

Domain knowledge

• ITSM: ITIL framework, IT service desk operations, change and problem management processes

• ITOM: IT infrastructure environments (server, network, cloud); CMDB governance and CSDM concepts; Discovery scoping and CI lifecycle management

• HRSD: HR service delivery processes across HR COEs; PDPA and HR data privacy awareness

• CSM: omnichannel customer service operations, SLA/entitlement management, contact centre processes

• GRC/IRM: enterprise risk, compliance, and audit processes; MAS TRM and ISO 27001 awareness (Singapore-regulated clients)

• SPM: portfolio and project management methodologies (PMBOK, PRINCE2, SAFe); PMO operating models

• FSM: field service operations, scheduling, work order management, and asset maintenance governance

Certifications

• ITIL Foundation v3/v4 - Preferred at all levels

• ServiceNow CSA - Preferred from BA level; advantageous at Associate

• ServiceNow CIS in primary module - Preferred from Senior BPC level

• CBAP / CCBA - Advantageous from Senior BPC level

• Agile / Scrum Practitioner - Advantageous at all levels

• Domain certifications (e.g. ISO 27001, PMP) - Module-specific advantageous

Education

• Degree in Information Systems, Computer Science, Business, Engineering, or equivalent practical experience.