About the Job: We are looking for a ServiceNow Business Process Analyst to join our team and lead the analysis, design, and optimization of business processes using the ServiceNow platform. In this role, you will serve as the primary point of contact for customers, providing project governance and coordinating with stakeholders, business users, and technical teams. You’ll deliver scalable, best-practice ServiceNow solutions that align with customer requirements and drive measurable business value. This is a remote position, with occasional travel required across the U.S. during key project phases. What will you do? Coordinate and deliver presentations on ServiceNow out-of-the-box (OOTB) best practices. Lead program governance, planning, and execution across multiple ServiceNow workstreams. Partner with customer stakeholders to assess current processes and identify opportunities for automation and standardization. Convert business requirements into functional specifications and design scalable ServiceNow solutions. Facilitate alignment between business needs and ServiceNow configurations across teams. Assist in implementing ServiceNow modules (e.g., ITSM, ITOM, GRC, ITAM, CSM) tailored to client requirements. Lead workshops, discovery sessions, and process mapping activities with clients. Establish KPIs and reporting frameworks to track process efficiency and platform adoption. Offer strategic guidance on ServiceNow best practices, OOTB capabilities, and roadmap planning. Support project management activities, including weekly updates, UAT planning, training, and change management for successful solution adoption. Create and maintain documentation for process flows, functional designs, and solution recommendations. Stay current with ServiceNow releases and industry trends to enhance solution offerings. What will you bring to ESP? 2–5 years of experience in business process consulting, with exposure to ITIL and ServiceNow. 2-5 years of hands-on experience implementing or supporting ServiceNow modules such as ITSM, ITOM, GRC, or CSM. 2-5 years of experience in conducting customer presentations, business analysis, and process design workshops. Familiarity with ServiceNow configuration tools include catalog items, workflows, forms, dashboards, and reporting. Working knowledge of ITIL v3/v4 frameworks and service management principles. Strong communication and stakeholder management skills across business and technical teams. Ability to create clear documentation, process maps, and functional specifications. Experience working in Agile or Scrum delivery environments. If you are…. Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end user environments we should connect and explore. What we will offer: Personal & Professional Development Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division. Diversity, Inclusion & Belonging We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. Salary: We offer a competitive range based upon suitability or experience. Benefits: Medical Insurance, Vision & Dental plans PTO time Perkbox discounts Commuter Program Who are we: ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers. Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world. We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems. Our vision and ethos have stood the test of time and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together. Join a team that prioritizes excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service. ESP Global Services is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.