Principal Business Process Consultant – IT Service Management Join to apply for the Principal Business Process Consultant – IT Service Management role at ServiceNow Overview As a Principal Business Process Consultant (BPC) for IT Service Management, you’ll be a trusted advisor to our most strategic customers. You’ll lead large-scale ITSM transformations, guiding executive leaders and process owners to achieve measurable business outcomes with ServiceNow. This role is about shaping vision, driving governance, and ensuring adoption at scale — while mentoring others to raise the bar across the ecosystem. What You’ll Do Lead complex ITSM transformations for global enterprises, aligning business strategy with ServiceNow best practices. Facilitate executive-level design workshops that influence vision, roadmap, and governance. Translate customer goals into actionable outcomes with user stories, KPIs, and value realization plans. Champion configuration over customization and establish process excellence across engagements. Mentor senior consultants, partners, and customer teams to strengthen overall delivery capability. Represent Expert Services at the executive level, presenting thought leadership on ITSM trends, AI integration, service operations, and digital transformation. Support pre-sales and sales activities with strategic process guidance, solution envisioning, and customer presentations. Contribute to ServiceNow’s methodologies, best practices, and innovation efforts. Collaborate with product and innovation teams to evolve methodologies, collateral, and accelerators. Qualifications 8+ years of ITSM consulting and transformation experience with large, complex organizations. Deep knowledge of ITSM frameworks (ITIL, IT4IT) and proven success in delivering outcomes at scale. Strong executive presence with the ability to influence leadership and guide strategic decisions. Experience embedding AI, automation, and modern operating models into ITSM processes. Excellent facilitation, communication, and presentation skills. Passion for mentoring, knowledge sharing, and building best-in-class delivery teams. Preferred Certifications ServiceNow CIS – IT Service Management ServiceNow Certified Implementation Specialist (additional workflows a plus) ITIL v4 Managing Professional or Strategic Leader Compensation & Benefits FD21 For positions in this location, we offer a base pay of $146,400 - $256,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. The base pay shown is a guideline, and total compensation varies by qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on geographic location and is subject to change based on work location. Work Personas & Equal Opportunity Work Personas: We support a distributed world of work with flexibility and trust. Work personas (flexible, remote, or in-office) are assigned based on role and location. Eligibility may be determined by the distance between your residence and the nearest ServiceNow office using a third-party service. Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. Applicants with arrest or conviction records will be considered in accordance with legal requirements. Accommodations We strive to provide an accessible and inclusive experience. If you require a reasonable accommodation to complete any part of the application process, or cannot use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required. From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. 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