ServiceNow Business Solutions Consultant

Responsibilities

• Lead stakeholder workshops and requirements sessions to gather, analyze, and refine business needs
• Translate business requirements into user stories, functional specifications, and acceptance criteria
• Serve as a ServiceNow functional expert , advising on platform capabilities, limitations, and best practices
• Partner closely with engineering teams to ensure accurate and efficient solution delivery
• Guide stakeholders toward scalable, standardized solutions while pushing back on unnecessary customizations
• Drive ITIL-aligned process design and improvement across core ITSM workflows (Incident, Problem, Change, Service Catalog)
• Analyze and optimize workflows to improve efficiency, reduce redundancy, and enhance user experience
• Ensure alignment and integration across IT Service Management processes
• Define and support reporting and performance metrics in partnership with ServiceNow reporting teams
• Conduct process assessments to ensure effectiveness, compliance, and continuous improvement
• Support change management and user adoption through training and documentation
• Participate in audits to ensure adherence to organizational policies and standards
• Contribute to enterprise initiatives and technology service projects as needed
• Core Competencies
• ServiceNow Functional Expertise : Strong understanding of out-of-the-box capabilities across ITSM modules
• Requirements Translation : Ability to clearly document user stories, workflows, and acceptance criteria
• Stakeholder Engagement : Strong facilitation skills with the ability to influence and manage expectations
• Process Optimization : Experience designing and improving ITIL-based processes
• Platform Advisory : Ability to guide stakeholders on best practices and scalable solutions
• Agile Delivery : Experience working in Agile/Scrum environments and sprint-based delivery models
• Required Qualifications
• 3-5 years of experience in Business Analysis, ITSM, or ServiceNow consulting roles
• Proven experience leading requirements gathering sessions and translating business needs into technical solutions
• Strong functional knowledge of the ServiceNow platform, particularly ITSM modules
• Demonstrated experience working within ITIL frameworks and driving process improvements
• Ability to partner effectively with both business stakeholders and technical teams
• Strong communication, facilitation, and problem-solving skills

Requirements

• ITIL Foundation certification (advanced certifications a plus)
• Experience supporting ServiceNow implementations or enhancements in enterprise environments
• Familiarity with ServiceNow configuration concepts

Benefits

Additional Information

Together we fight for everyone's opportunity for a better financial future. We will do this together - with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone's access to opportunities. The status quo is not good enough ... we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with - and those we acquire throughout our lives - are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage - Apply Now We are seeking a ServiceNow Business Solutions Consultant to serve as a key bridge between business stakeholders and technical teams. This individual will act as a functional expert on the ServiceNow platform , leading requirements discussions, advising on platform capabilities, and translating business needs into scalable technical solutions. This is a senior-level, consultative role responsible for driving ITSM process maturity, optimizing workflows, and ensuring alignment between business objectives and ServiceNow functionality. The ideal candidate is a strong communicator who can influence stakeholders, set realistic expectations, and guide teams toward best-practice solutions. What Success Looks Like in This Role Stakeholders view you as a trusted advisor on ServiceNow capabilities and ITSM best practices Requirements are clearly defined, actionable, and aligned with technical delivery Processes are streamlined, scalable, and aligned with ITIL standards Engineering teams receive high-quality specifications that reduce rework and ambiguity Business teams adopt solutions that are both effective and sustainable

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