The Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Team

The Customer Outcomes team at Service Now works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the Service Now platform by getting them to see the value of their Service Now investment.

The Role

The Sr. Business Process Consultant, Risk & Resilience is the domain and process expert of a customer engagement team – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the Service Now Risk & Resilience products – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

• Be the domain and process expert in configuring and implementing the Risk & Resilience product portfolio using Service Now’s leading practices focused on configuration vs. customization
• Consult with organizations to drive Risk & Resilience-specific process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Advise customers in their efforts to take advantage of the Service Now Risk & Resilience solutions’ standard capabilities in their efforts to improve their Risk & Resilience processes
• Lead customer design workshops focused on Service Now Risk & Resilience solution functionality
• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using Service Now standard materials and collateral
• Guiding customers in completing required documentation, such as business requirement workbooks for functional aspects of the solution
• Drafting more functionality-focused user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them
• Guides and advocates for the customer’s needs throughout the engagement
• Perform internal unit testing of the developed solution during the development stage of the engagement, in partnership with Technical Consultants
• Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
• Prepare all customer-facing deliverables focused on business process and domain
• Juggle multiple and complex projects/initiatives
• Promote continuous improvement practices for delivery/engagement materials
• Lead pre-sales activities for specific Risk & Resilience engagement opportunities to define the engagement scope, effort, roles, and duration
• Provide training and mentoring to other members of the Service Now delivery team and partner ecosystem upon request
• Up to 30% travel annually, driven by customer needs and internal meetings

In order to be successful in this role, we need someone who has:

• Current active Service Now certifications:Certified System Administrator (CSA)
• Certified Implementation Specialist in Risk and Compliance (CIS-RC)
• At least 5 years of Risk & Resilience (GRC, BCM, TPRM, etc.) consulting and/or practitioner experience for complex, global organizations
• At least 3 years of Service Now Integrated Risk Management (IRM) implementation experience
• Understanding of industry regulations, compliance frameworks, risk frameworks, and leading risk, compliance, and resilience standards
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) related to the Risk & Resilience solutions, while providing thought leadership to Risk & Resilience sponsors/stakeholders in solving business process problems
• Proven experience in defining and deploying future-state Risk & Resilience processes and in identifying solutions from a people, process, and technology perspective, with a focused prowess on the implementation of technology
• Strong understanding of other competitive Risk & Resilience tools and technology
• Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word, and PowerPoint)
• Experience in analyzing and recommending Risk & Resilience strategies based on business priorities
• Strong interpersonal skills, customer-centric attitude, open-mindedness, and ability to deal with cultural diversity
• Proven team player and team builder

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.