Principal Business Process Consultant - ITSM/ITOM

RGP is currently seeking a Principal Business Process Consultant for ITSM / ITOM to join our fast-growing Service. Now Practice team. This role is responsible for the successful delivery of Service. Now solutions and services in a client consulting environment.

Prepare and lead process discovery and requirements workshops with customer sponsors and key stakeholders. Document, communicate, and validate business, functional, and process requirements throughout the engagement lifecycle. Lead CSDM-aligned discovery workshops to define services, service offerings, application services, and supporting technical services in alignment with ITSM and ITOM use cases.

Partner closely with technical consultants and solution architects to ensure process designs align with CSDM structures, service hierarchy, and CMDB best practices. Advise customers on CSDM adoption strategy, including scope selection, sequencing, and maturity progression. Ensure incident, request, change, problem, and operational visibility processes are mapped to consistent service definitions and ownership models.

Identify areas of process and data model improvement and recommend solutions that improve efficiency, platform sustainability, and long-term adoption, particularly across ITSM workflows, ITOM visibility, and CMDB alignment. Validate that KPIs, reporting, and performance metrics are enabled through CSDM-aligned data structures rather than ad-hoc or tool-specific models.

Provide guidance on Service. Now tools, features, and capabilities that deliver incremental value. Ensure all process-related deliverables are complete, consistent, high quality, on time, and outcome-focused. Design and deliver tailored Service. Now solution demonstrations aligned to customer objectives, including value-based metrics.

Collaborate across the practice to support continuous improvement of delivery methods, best practices, collateral, and team development. Maintain deep expertise in Service. Now products, platform capabilities, industry best practices, and emerging features. Manage and balance multiple complex projects or initiatives concurrently.

8+ years of experience in ITSM and/or ITOM process consulting and implementation. Bachelor’s degree or equivalent practical experience (5–10 years). 8+ years of experience working with the Service. Now platform on current releases. 3+ years of experience in management consulting, process design, or product management.

Experience participating in or leading CSDM-aligned Service. Now implementations, including service definition, ownership modeling, and CMDB alignment to ITSM and/or ITOM use cases. Strong understanding of how service models enable ITSM outcomes, such as incident routing, change impact analysis, operational visibility, and executive reporting.

Ability to translate CSDM concepts into business-friendly language for process owners, service owners, and executive stakeholders. Excellent written and verbal communication skills with strong facilitation and presentation capabilities. Exceptional documentation skills, including process models, business requirements, agile user stories, and process guides.

Strong customer-centric mindset with experience advising executives and leading complex initiatives.

An inspirational place for you to do your best work, be engaged in meaningful ways, and continually develop the skills, competencies and qualities that set our team apart.

Compensation

commensurate with your qualifications, experience, and other factors, including geographic location, market and operational factors. Total Rewards based on eligibility include: Medical, Dental, Vision, Life Insurance, Disability Insurance, 401(k) Savings Plan, Employee Stock Purchase Plan, Professional Development Program, Paid Time Off, Paid Holidays and Paid Sick Time (in geographies where legally required).

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