Role Overview

We are seeking an experienced ServiceNow Business Process Consultant to lead business process analysis, solution design, and advisory engagements across ServiceNow implementations.

The role combines client delivery, governance, presales, practice development, leadership, and community engagement, with strong ownership of quality, outcomes, profitability, and customer satisfaction. The consultant acts as a trusted advisor to clients while contributing to the evolution of inMorphis frameworks and offerings.

Key Responsibilities

1. Client Delivery & Advisory (Primary Focus)

- Lead ServiceNow consulting and delivery engagements, ensuring timely, error-free, and high quality outcomes aligned with client objectives.
- Engage with clients to analyze business requirements, pain points, and process inefficiencies across service domains (ITSM, CSM, HRSD, ITOM, ITBM).
- Conduct and lead requirement workshops, stakeholder interviews, and design sessions to capture, validate, and prioritize requirements.
- Translate business objectives into ServiceNow-enabled process designs, functional specifications, and solution blueprints.
- Develop and review BRDs, FRDs, user stories, process flow diagrams, and advisory documentation, ensuring consistency with documentation standards.
- Partner with architects and technical teams to ensure requirements traceability, platform feasibility, and alignment with ServiceNow best practices.
- Drive adoption of out-of-the-box ServiceNow capabilities, minimizing customization and maximizing value realization.
- Guide clients through UAT, go-live readiness, stabilization, and post-implementation optimization.
- Proactively manage risks, dependencies, and stakeholder expectations to ensure zero escalations, high CSAT, and positive project outcomes.

2. Governance, Quality & Framework Compliance

- Ensure strict adherence to delivery quality standards, CDI guidelines, documentation reviews, and governance checkpoints.
- Develop and apply a strong understanding of inMorphis Technology, Advisory, and Delivery Frameworks across engagements.
- Drive framework compliance and contribute to new ideation, enhancement, or development of frameworks using project insights.
- Support governance-related billable activities, including delivery reviews, audits, and quality assurance.

3. Presales, Sales Support & Client Growth

- Actively support presales initiatives,



including RFP responses, solution discussions, demos, and proof-of-concepts.
- Conduct ServiceNow product demonstrations, tailoring scenarios to client-specific challenges and value propositions.
- Maintain regular client connect, showcasing inMorphis capabilities and delivery excellence.
- Identify and support new business opportunities within existing accounts through consultative engagement.
- Engage actively in sales pitches and demos, contributing to deal success and account growth.

4. Practice Development, Innovation & Thought Leadership

- Create and maintain templates, checklists, and reusable assets aligned with new ServiceNow modules and features.
- Participate in new offering development, consulting playbooks, and solution accelerators.
- Develop reusable assets and contribute to continuous improvement initiatives across the practice.
- Create and publish thought leadership articles on consulting, technology, and management topics.
- Contribute to blogs, whitepapers, brown-bag sessions, and internal knowledge repositories.

5. Leadership, People Enablement & Culture

- Demonstrate strong ownership, accountability, and self-motivation in delivery and practice initiatives.
- Drive activities independently while engaging and guiding team members to achieve shared goals.
- Provide functional guidance and mentoring to team members, supporting skill development and timely execution.Participate in hiring initiatives, including interviews, onboarding, and resource planning.
- Conduct trainings, knowledge transfer sessions, buddy program activities, and team enablement workshops.
- Foster a positive, ethical, and motivational team environment, promoting inMorphis values and culture.
- Support resource rotation, retention, and cross-skilling to ensure delivery continuity and minimal attrition.

6. Learning, Financial Ownership & Sustainability

- Complete a minimum of 100 hours of training and professional development annually.




- Maintain two ServiceNow CIS certifications and continuously enhance domain and consulting expertise.
- Drive cross-skilling of project resources to improve delivery resilience and efficiency.
- Ensure project profitability (positive PnL) through efficient delivery, governance, and risk management.
- Participate in corporate social responsibility initiatives, including environmental and social welfare programs such as river clean-ups, tree plantation, education for underprivileged children, and animal welfare.

1. Work Contribution Expectations

- Majority contribution to billable client delivery through ServiceNow consulting activities.
- Active involvement in billable governance activities supporting delivery excellence.
- Meaningful contribution to non-billable practice initiatives, innovation, and thought leadership.
- Provide ad-hoc project support as required to ensure delivery continuity and client satisfaction.

Key Competencies

- Core Skills

1. Strong expertise in the ServiceNow platform, including ITSM, CSM, HRSD, ITOM, ITBM, CMDB, Incident, Change, and Knowledge.
2. Business process consulting and ITIL-based process re-engineering expertise.
3. Requirements elicitation, documentation, and functional solution design skills.
4. Analytical, problem-solving, and data-driven decision-making abilities.
5. Experience with Agile / hybrid delivery models and tools such as Jira and Confluence.

- Behavioral & Soft Skills

1. Strong communication, facilitation, and stakeholder management skills.
2. High attention to detail, adaptability, and accountability.
3. Cooperative mindset with leadership presence and consulting orientation.

- Experience & Expertise Required

1. 6 to 10 years of experience in business consulting, process analysis, or ServiceNow implementation roles.
2. Hands-on experience across multiple ServiceNow modules (ITSM + CSM/HRSD/ITOM preferred).
3. Exposure to enterprise transformation, workflow automation, and ITIL-based operating models.
4. Experience working with cross-functional and global delivery teams.

- Certifications (Mandatory / Preferred)

1. ServiceNow Certified System Administrator (CSA) mandatory
2. ServiceNow Certified Implementation Specialist (CIS) in one or more modules
3. ITIL 4 Foundation strongly preferred
4. ServiceNow Certified Business Process Consultant (CBPC) if available
5. Agile / Scrum Certification (CSM / CSPO) optional

📌 Servicenow- Business Process Consultant (Bengaluru)
🏢 Inmorphis Services
📍 Bengaluru