Forsyth Barnes
Process Design Consultant
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Process Design Consultant
Contract: 3 Months
Day rate: £400 Per Day
Outside IR35
Location: Remote (UK based candidates only)
Our client is a GBS and Enterprise Service Management (ESM) advisory and consulting practice, specialising in ServiceNow. They help organisations design and operationalise enterprise service management across IT, HR, Finance and Procurement.
The Role
We are looking for an ESM / Service Design Architect to support the Process Modelling & Design workstream of a major GBS transformation programme.
The role will focus on designing and documenting end-to-end business and service management processes across IT, HR, Finance and Procurement. You will work closely with senior stakeholders, workstream leads and downstream ServiceNow teams to define how processes should operate and ensure they are ready for implementation.
This is a hands-on process design role rather than a technical ServiceNow architecture position. You will be expected to advise on best practice while also producing the detailed process artefacts required by the programme.
Key Responsibilities
- Design and document current and future-state end-to-end processes across ESM/GBS functions.
- Build detailed process maps, swimlanes and Level 1 / Level 2 process models.
- Define cross-functional requirements covering intake, demand management, performance and governance.
- Develop RACI and roles & responsibilities matrices.
- Facilitate workshops with business and functional stakeholders.
- Translate workshop outputs and agreed decisions into clear, structured process documentation.
- Produce operational playbooks, how-to guides and reference materials.
- Align process designs with ServiceNow OOTB capabilities and recognised GBS/ESM best practice.
- Develop process inputs and user stories for downstream ServiceNow/platform teams.
- Work confidently with senior leadership, challenging existing ways of working and advising on future-state design.
- Ensure agreed processes are practical, scalable and capable of being operationalised.
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Experience Required
- Proven experience designing Enterprise Service Management, Service Management or Global Business Services processes.
- Strong hands-on experience with business process modelling and design.
- Experience producing process maps, swimlanes, RACI matrices, process definitions and operational documentation.
- Ability to advise stakeholders on future-state process design and industry best practice while remaining hands-on in delivery.
- Working knowledge of ServiceNow, with the ability to translate business requirements into platform-aligned process inputs.
- Experience facilitating stakeholder workshops and working with senior leadership.
- Strong documentation skills and the ability to turn complex discussions into clear, polished artefacts.
- Comfortable working across multiple functions and workstreams within a fast-moving transformation programme.
- Previous experience on a large-scale GBS or ESM transformation programme is highly desirable.
- Multi-country or multi-instance experience would be advantageous.
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Key Deliverables
- Current and future-state end-to-end process maps
- L1/L2 process models
- Process definitions and plain-language narratives
- RACI / roles and responsibilities documentation
- Operational playbooks and how-to guides
- Process requirements and user stories
- Executive-ready process summaries
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