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