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Job description
OVERVIEW
iTech AG is seeking a strong ServiceNow Business Process Consultant to support a Public Sector Digital Services (PSDS) opportunity. Because this work will be delivered through ServiceNow, the resource must bring strong platform knowledge, relevant certifications, and proven experience translating public sector service delivery needs into scalable ServiceNow solutions.
The ideal candidate has experience with CRM-style workflows, business process discovery, requirements definition, stakeholder facilitation, process mapping, user story development, and ServiceNow PSDS or CSM implementations. PSDS experience and certification are preferred; CSM experience and certification may be acceptable when paired with strong CRM workflow experience.
ROLES AND RESPONSIBILITIES
Lead business process discovery, stakeholder workshops, and requirements-gathering sessions for ServiceNow PSDS/CSM solutions
Document current-state and future-state workflows for public sector service intake, case management, fulfillment, approvals, notifications, SLAs, reporting, and CRM-style operations
Translate stakeholder needs into clear business requirements, user stories, acceptance criteria, process maps, and configuration-ready guidance for technical teams
Advise clients and delivery teams on ServiceNow PSDS/CSM best practices, platform-aligned workflow design, and process standardization
Collaborate with solution architects, developers, product owners, business stakeholders, and testing teams to ensure requirements are complete, scalable, and aligned to desired business outcomes
Support backlog refinement, sprint planning, demos, testing support, documentation, training, knowledge transfer, and operational readiness activities
Other duties as assigned
MINIMUM QUALIFICATIONS
Demonstrated experience as a Business Process Consultant, Business Analyst, Functional Consultant, or similar role supporting ServiceNow implementations
Experience with CRM workflows, business process consulting, requirements facilitation, process mapping, user story development, acceptance criteria, and stakeholder engagement
Experience implementing or supporting ServiceNow PSDS preferred; ServiceNow CSM experience may be acceptable when paired with strong CRM workflow experience
Experience defining case management, intake, routing, approvals, SLAs, notifications, service portals/workspaces, reporting, and workflow automation requirements
Strong understanding of ServiceNow platform best practices, process standardization, testing support, Agile delivery, and stakeholder communication
EDUCATION AND CERTIFICATIONS
Bachelor’s degree or equivalent years of experience
ServiceNow Certified System Administrator (CSA) preferred
ServiceNow Certified Implementation Specialist (CIS) - Public Sector Digital Services (PSDS) preferred; CIS - Customer Service Management (CSM) may be acceptable
PREFERRED QUALIFICATIONS
Public sector or federal delivery experience, including familiarity with government service delivery, case management, or constituent/customer service workflows
Experience supporting demos, solution documentation, user adoption, training, knowledge transfer, and operational readiness
Additional ServiceNow certifications or hands-on experience across PSDS, CSM, App Engine, or related workflow products
SECURITY CLEARANCE
Ability to obtain and maintain a Public Trust
Pursuant to government contracts, US Citizenship is required
iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by federal, state, or local laws.
iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of the employment process should email their request to Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.
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Worksite address
arlington, VA, 22201, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.