ServiceNow Business Process Consultant

Cognizant · Singapore,SG / Singapore (Remote)

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About 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 organizational 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.