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Summary

The ServiceNow Technical & Business Process Consultant will operate across both business process consulting and hands-on technical delivery. This is not an architecture-only or requirements-only position. The consultant must be comfortable working directly with business and technology stakeholders to understand operational challenges, improve processes, translate requirements into ServiceNow solutions, and personally configure, develop, test, troubleshoot, and implement those solutions. The ideal candidate can work across the full delivery lifecycle from process discovery and future-state design through development, implementation, analytics, and measurable business outcomes.

SDI Presence Offers:

• A competitive salary range: $160,000 - $170,000
• Base salary may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonuses or commissions.
• Medical, Dental, Vision, company-provided Life Insurance, Short and long-term disability. Matched Retirement Savings, Wellness Program, Paid time off and much more!

Responsibilities Technical Development & Delivery

• Serve as a hands-on ServiceNow Technical Consultant/Developer responsible for configuration, development, testing, troubleshooting, integrations, and deployment.
• Develop solutions using JavaScript, Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, REST/SOAP APIs, and ServiceNow workflow capabilities.
• Configure and troubleshoot MID Servers, integrations, credentials, Discovery, and APIs.
• Participate across the implementation lifecycle from discovery and design through UAT, deployment, stabilization, and production support.
• Deliver scalable solutions using ServiceNow leading practices while minimizing unnecessary customization.

ITOM, CMDB, Discovery & CSDM

• Design, configure, implement, and optimize ITOM, Discovery, CMDB, Service Mapping, and CSDM.
• Perform hands-on Discovery configuration and troubleshooting, including MID Servers, credentials, schedules, patterns, IP ranges, and identification/reconciliation issues.
• Improve CMDB health, governance, data quality, IRE processes, CI relationships, and CSDM maturity.
• Improve visibility across infrastructure, applications, business services, technology services, and dependencies.
• Identify opportunities for proactive monitoring, event correlation, and automated remediation.

IT Asset Management – HAM & SAM

• Configure and optimize Hardware Asset Management and Software Asset Management.
• Improve hardware lifecycle processes including procurement, inventory, deployment, transfers, refresh, reclamation, and retirement.
• Improve asset-to-CI relationships across ITAM, CMDB, Discovery, procurement, and related systems.
• Support software normalization, entitlement management, license compliance, utilization, reclamation, and cost optimization.

AI & Intelligent Automation

• Identify and implement AI and automation opportunities using ServiceNow capabilities such as Now Assist, AI Agents, Flow Designer, IntegrationHub, and Automation Engine.
• Develop intelligent workflows that increase self-service, reduce manual effort, and improve operational efficiency.
• Evaluate business processes for workflow automation, AI-assisted automation, and agentic AI opportunities.
• Connect automation initiatives to measurable outcomes such as productivity, cost savings, service quality, and reduced resolution time.

Business Process Consulting

• Serve as a Business Process Consultant in addition to performing hands-on technical delivery.
• Lead process discovery, stakeholder interviews, workshops, and requirements-gathering sessions.
• Analyze current-state and future-state processes and identify gaps, bottlenecks, risks, data-quality issues, and automation opportunities.
• Translate business requirements into process flows, functional/technical requirements, user stories, acceptance criteria, and ServiceNow solution designs.
• Challenge inefficient legacy processes rather than simply recreating them within ServiceNow.
• Bridge communication between business stakeholders, executives, developers, architects, and platform teams.

Analytics & Business Outcomes

• Analyze ServiceNow operational, CMDB, asset, incident, request, and workflow data.
• Develop reports, dashboards, KPIs, scorecards, and Platform/Performance Analytics.
• Translate platform data into actionable insights and demonstrate improvements in operational efficiency, automation, CMDB health, asset utilization, compliance, and cost savings.

Requirements

• Strong hands-on ServiceNow configuration, development, implementation, and troubleshooting experience.
• Ability to operate as both a Business Process Consultant and hands-on ServiceNow Technical Consultant/Developer.
• Strong experience with ITOM, Discovery, CMDB, Service Mapping, and CSDM.
• Hands-on HAM and SAM implementation experience.
• Strong JavaScript, Flow Designer, IntegrationHub, API, scripting, and integration capabilities.
• Experience configuring and troubleshooting MID Servers and ServiceNow Discovery.
• Experience with CMDB governance, IRE, data quality, and CI relationships.
• Experience with process analysis, current/future-state mapping, requirements gathering, stakeholder workshops, user stories, and acceptance criteria.
• Understanding of Now Assist, AI Agents, intelligent automation, or related ServiceNow AI capabilities.
• Strong client-facing communication, facilitation, analytical, consulting, and problem-solving skills.
• Ability to connect technical solutions to measurable business outcomes.
• Ability to independently own complex assignments through completion.
• Must be available onsite with the client2-3 days per week.

Certifications Required

• ServiceNow Certified System Administrator (CSA)
• Certified Implementation Specialist – Discovery (CIS-Discovery)

Strongly Preferred

• CIS – Hardware Asset Management (HAM)
• CIS – Software Asset Management (SAM)

Additional Service Mapping, ITSM, AI/Now Assist, Automation Engine, and Platform/Performance Analytics experience or certifications are a plus.

Experience delivering ServiceNow solutions within large enterprise, government, municipal, or public-sector environments is also preferred.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Opportunity Employer Statement

SDI Presence is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. SDI Presence makes hiring decisions based solely on qualifications, merit, and business needs at the time.