ServiceNow Business Process Lead Consultant

Symmetrio is recruiting a ServiceNow Business Process Lead Consultant for one of the world’s largest hospitality and technology services organizations. This role is responsible for leading enterprise-wide process definition and optimization efforts, with a focus on enabling automation and scalability on the ServiceNow platform.

The Business Process Lead partners closely with business stakeholders, IT, and platform teams to document current-state processes, design future-state workflows, and align solutions to industry best practices. This role requires a strong understanding of process design and service management, combined with practical ServiceNow platform experience, to support efficient, well-governed, and user-centered outcomes across the organization.

This is a remote, six-month contract role with a strong likelihood of extension. Candidates located in the Mid-Atlantic region are preferred, as occasional onsite work at the customer’s headquarters will be required. Compensation is in the $140,000–$180,000 range, depending on experience.

Responsibilities

• Lead the discovery, documentation, and analysis of end-to-end business processes across multiple functional areas in a large enterprise environment 

• Define current-state and future-state process models, identifying gaps, inefficiencies, and automation opportunities 

• Partner with business stakeholders to align process design with strategic objectives and operational needs 

• Translate business process requirements into clear inputs for ServiceNow configuration and development teams 

• Establish and maintain process standards, governance, and best practices for workflows implemented on the ServiceNow platform 

• Ensure process designs leverage out-of-the-box ServiceNow capabilities where possible and minimize customization 

• Support prioritization of process improvement and automation initiatives based on business value and feasibility 

• Collaborate with platform owners, architects, and developers to ensure process integrity throughout implementation 

• Measure and report on process performance, adoption, and continuous improvement opportunities post-implementation 

Requirements

• Bachelor’s degree in Business, Information Systems, Engineering, or a related field (or equivalent experience) 

• 5+ years of experience in business process analysis, process improvement, or process transformation roles 

• Hands-on experience working with the ServiceNow platform, including workflow design and platform capabilities 

• Strong understanding of process modeling methodologies (e.g., BPMN, Lean, Six Sigma) 

• Experience working in large, complex enterprise environments with multiple stakeholders 

• Ability to translate business needs into structured, actionable process designs 

• Excellent facilitation, communication, and stakeholder management skills 

• Experience supporting automation, digital transformation, or operational excellence initiatives 

Preferred Qualifications

• ServiceNow certifications (e.g., CSA, CIS) and/or process improvement certifications (Lean, Six Sigma) are a plus 

Benefits

• Health Care Plan (Medical, Dental & Vision)
• 401k Retirement Plan (4% match)
• Paid Time Off (Vacation, Sick & Public Holidays)