About the Job

Welcome to Ovation Healthcare!

At Ovation Healthcare, we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare's vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare's corporate headquarters is located in Brentwood, TN. For more information, visit https://ovationhc.com.

POSITION SUMMARY

The ServiceNow Business Process Consultant is the primary liaison between each assigned client and the Ovation ServiceNow team. You make sure work is progressing, value is being delivered, and every client reporting need is met on schedule.

You combine two disciplines. As a Business Process Consultant, you translate client goals into ServiceNow-aligned processes and user stories, favoring configuration over customization. As a Client Lead, you own the relationship, the sprint communication cadence, and the client’s confidence that their investment is paying off. You typically lead a portfolio of 3–6 concurrent healthcare clients.

KEY RESPONSIBILITIES

Client leadership and value realization

• Serve as the single point of contact and first escalation point for assigned clients.

• Build trusted-advisor relationships with client sponsors, IT leaders, and operational stakeholders.

• Track progress against each client’s goals, statement of work, and success criteria; show the value delivered each sprint.

• Identify risks, issues, and dependencies early and drive them to resolution with the Ovation team and the client.

• Spot opportunities to expand adoption and recommend next-phase work that advances the client’s roadmap.

Client reporting and sprint communications

• Deliver a weekly Status Report covering progress, completed stories, upcoming work, risks, and decisions needed.

• Send a Sprint Preview before each sprint begins, outlining committed stories, goals, client dependencies, and testing needs.

• Publish Release Notes as the sprint concludes, summarizing what was delivered, what changed for end users, and any known issues.

• Keep reporting accurate, consistent, and on time across every client in your portfolio.

Business process consulting

• Lead discovery sessions and process workshops to understand current state and define future state.

• Advise clients on ServiceNow and ITIL best practices, with a bias toward out-of-box capability.

• Partner with developers and architects to confirm solutions fit the process and the platform.

• Support user acceptance testing, organizational change, and adoption planning.

Delivery governance

• Participate in sprint planning, backlog refinement, sprint reviews, and retrospectives.

• Prioritize the client backlog with stakeholders based on business value.

• Maintain engagement records, including RAID logs, decisions, and scope changes.

• Contribute to Ovation playbooks, reporting templates, and the managed-services operating model.

REQUIRED QUALIFICATIONS

• 5+ years in IT consulting, business process consulting, or client-facing delivery roles.

• 5+ years working on the ServiceNow platform in an implementation, consulting, or platform-owner capacity.

• Hands-on experience with ITSM processes, including Incident, Request, Problem, Change, and Knowledge.

• Proven experience leading discovery and process workshops and writing user stories with acceptance criteria.

• Experience delivering in Agile/Scrum, including sprint planning, reviews, and backlog management.

• Track record of producing clear status reports and executive-ready client communications.

• Ability to manage multiple clients at once and keep commitments on schedule.

• Excellent written and verbal communication, facilitation, and stakeholder management skills.

• ServiceNow Certified System Administrator (CSA).

PREFERRED QUALIFICATIONS

• Experience in healthcare, health systems, or other regulated environments, including awareness of HIPAA considerations.

• Prior work at a ServiceNow partner, ServiceNow Expert Services, or a managed-services provider.

• Exposure to additional ServiceNow products such as CSM, HRSD, ITAM, SPM, or ITOM.

• ITIL 4 Foundation or higher.

• Certified ScrumMaster (CSM), PSM I, or Certified Scrum Product Owner (CSPO).

• Experience building reports and dashboards in ServiceNow to show value and adoption.

CORE COMPETENCIES:

• Client Focus, Ownership, Clear Writing, Facilitation, Business Acumen, Structured Problem Solving, And Calm Escalation Handling

Working Conditions and Physical Requirements:

• This is a remote role working core U.S. business hours, with occasional travel for client workshops, go-lives, and team events. You will collaborate with subject matter specialists and operations executives in a professional, team-oriented setting.
• Reliable high-speed internet connection is required for all remote/hybrid positions.
• Access to stable Wi-Fi with sufficient bandwidth to support video conferencing, cloud-based tools, and other online work-related activities.
• A HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi-Fi unless connected through a secure company-provided VPN, and compliance with all applicable HIPAA privacy and security regulations.

#LI-Remote

Benefits

The base compensation range for this position is:

Compensation ranges could be hourly or salary depending upon the exempt status of the posted position.

Beginning compensation is determined based on objective factors such as location, qualifications, skills, certifications, and experience. Typically, a candidate is hired in the lower to midpoint of the range; the top end of the range is reserved for candidates with extensive specialized experience and mastery within the role. Compensation may increase over time based on performance, experience, and tenure.

Compensation is only part of Ovation's total compensation package. Some additional benefits offered to full-time associates are:

• Comprehensive health and wellness benefits such as medical, dental, vision, life insurance, short and long-term disability coverage
• HSA with employer contributions, flexible spending accounts for health care, and dependent care accounts
• Wellness platform with premium incentives
• Employee assistance support and additional voluntary supplemental plans including accident, critical illness, hospital indemnity, and child disability insurance
• Robust and flexible paid time off offerings and company paid holidays
• 401(k) plan with discretionary employer match opportunities
• Professional development opportunities
• Company issued equipment