Business Process Consultant – ServiceNow

Ovation Healthcare

. Serve as the single point of contact and first escalation point for assigned clients .

Posted 10/23/2026full-timeRemote • United StatesMid-LevelSenior💰 $110,438 - $165,658 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing client relationships and delivering value through ServiceNow implementations, with a strong focus on ITIL best practices and Agile methodologies. Capable of leading discovery sessions, facilitating stakeholder engagement, and producing clear communications and reports.

Highest-signal resume keywords

ServiceNow Platform ExperienceITIL Best PracticesAgile/Scrum MethodologiesClient Relationship ManagementHealthcare Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITSM ProcessesUser Acceptance TestingBacklog ManagementSprint PlanningReport Building in ServiceNowWriting User StoriesRisk ManagementProcess WorkshopsStakeholder ManagementValue Delivery Tracking

Soft Skills

Excellent CommunicationFacilitation SkillsRelationship BuildingProblem SolvingTime Management

Tools & Technologies

ServiceNowAgile ToolsRAID LogsReporting TemplatesOvation Playbooks

Certifications & Qualifications

ServiceNow Certified System Administrator (CSA)ITIL 4 FoundationCertified ScrumMaster (CSM)Professional Scrum Master I (PSM I)Certified Scrum Product Owner (CSPO)

Industry Keywords

HealthcareHIPAA ComplianceRegulated EnvironmentsManaged-Services ProviderServiceNow Partner

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Serve as the single point of contact and first escalation point for assigned clients
Build trusted-advisor relationships with client sponsors, IT leaders, and operational stakeholders
Track progress against client goals, statements of work, and success criteria
Demonstrate value delivered each sprint
Identify and resolve risks, issues, and dependencies
Identify opportunities to expand adoption and recommend next-phase work
Deliver weekly status reports covering progress, stories, upcoming work, risks, and decisions
Send sprint previews before each sprint
Publish release notes at sprint completion
Lead discovery sessions and process workshops
Advise clients on ServiceNow and ITIL best practices, favoring out-of-box capability
Partner with developers and architects to align solutions with processes and the platform
Support user acceptance testing, organizational change, and adoption planning
Participate in sprint planning, backlog refinement, sprint reviews, and retrospectives
Prioritize client backlogs based on business value
Maintain RAID logs, decisions, scope changes, and engagement records
Contribute to Ovation playbooks, reporting templates, and the managed-services operating model
Lead a portfolio of typically 3–6 concurrent healthcare clients

Requirements

What you’ll need

5+ years in IT consulting, business process consulting, or client-facing delivery roles
5+ years working on the ServiceNow platform in an implementation, consulting, or platform-owner capacity
Hands-on experience with ITSM processes, including Incident, Request, Problem, Change, and Knowledge
Proven experience leading discovery and process workshops and writing user stories with acceptance criteria
Experience delivering in Agile/Scrum, including sprint planning, reviews, and backlog management
Track record of producing clear status reports and executive-ready client communications
Ability to manage multiple clients at once and keep commitments on schedule
Excellent written and verbal communication, facilitation, and stakeholder management skills
ServiceNow Certified System Administrator (CSA)
Experience in healthcare, health systems, or other regulated environments, including awareness of HIPAA considerations
Prior work at a ServiceNow partner, ServiceNow Expert Services, or a managed-services provider
Exposure to additional ServiceNow products such as CSM, HRSD, ITAM, SPM, or ITOM
ITIL 4 Foundation or higher
Certified ScrumMaster (CSM), PSM I, or Certified Scrum Product Owner (CSPO)
Experience building reports and dashboards in ServiceNow to show value and adoption
Reliable high-speed internet connection
Stable Wi-Fi with sufficient bandwidth for video conferencing, cloud-based tools, and online work
HIPAA-compliant work environment with a secure workspace, no public Wi-Fi unless connected through a secure company-provided VPN, and compliance with applicable HIPAA regulations

Benefits

Comp & perks

Comprehensive health and wellness benefits such as medical, dental, vision, life insurance, short and long-term disability coverage
HSA with employer contributions
Flexible spending accounts for health care
Dependent care accounts
Wellness platform with premium incentives
Employee assistance support
Voluntary supplemental plans including accident, critical illness, hospital indemnity, and child disability insurance
Flexible paid time off offerings
Company paid holidays
401(k) plan with discretionary employer match opportunities
Professional development opportunities
Company issued equipment