ServiceNow PSDS Business Process Consultant (387)

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 en