Note: The job is a remote job and is open to candidates in USA. Kforce Inc is seeking a ServiceNow Business Process Consultant to lead process design and requirements definition for Public Sector Digital Services initiatives. This role involves translating government agency needs into standardized workflows and automation frameworks to support rapid ServiceNow deployments.

Responsibilities

• Lead discovery workshops with public sector stakeholders (federal, state, local)
• Gather And Document: Current-state (manual or fragmented) processes
• Future-state digital workflows
• Business, regulatory, and compliance requirements
• Translate Agency Needs Into: User stories, process flows, and functional requirements
• Identify standardization opportunities across agencies and use cases
• Design end-to-end business processes aligned to PSDS capabilities: Citizen/constituent services
• Case management and service delivery
• Government employee workflows
• Define: Intake models and request types
• Case lifecycle stages and SLAs
• Escalation and resolution workflows
• Ensure alignment to ServiceNow best practices and out-of-the-box capabilities
• Help define and document PSDS accelerators and reusable process frameworks

Skills

• 5-8+ years of experience in business process consulting, preferably with ServiceNow or enterprise workflow platforms
• Proven Experience With: Process discovery, mapping, and redesign
• Requirements gathering and documentation
• Familiarity With: Case management and service delivery models
• Workflow automation concepts
• Experience working with cross-functional stakeholders in complex environments
• Strong communication skills with ability to simplify complex processes
• Experience with ServiceNow (PSDS, CSM, HRSD, or ITSM)
• Background supporting public sector or regulated environments
• Experience building process accelerators or standardized delivery frameworks
• Familiarity With: Agile/Scrum delivery models
• User story creation and backlog management
• Exposure to AI-enabled workflows or automation strategies

Benefits

• Medical/dental/vision insurance
• HSA
• FSA
• 401(k)
• Life, disability & ADD insurance to eligible employees
• Salaried personnel receive paid time off
• Hourly employees are not eligible for paid time off unless required by law
• Hourly employees on a Service Contract Act project are eligible for paid sick leave

Company Overview

Company H1B Sponsorship