Business Process Consultant

Key Responsibilities:

· Act as the functional solution lead for smaller or less complex engagements and delivery teams.

· Develop strong expertise in one or two ServiceNow offerings and apply aligned

industry knowledge to customer challenges.

· Lead customer workshops, analyze current workflows, and design future-state

processes aligned with the customer journey and desired business outcomes.

· Translate complex business requirements into functional specifications,

configuration needs, agile user stories, acceptance criteria, testing strategies, and

knowledge-transfer materials.

· Identify opportunities for process improvement, automation, adoption,

and measurable value realization.

· Lead functional participation in solution build and configuration,

sprint planning, data migration, testing, UAT, defect remediation, transition, and closeout.

· Train customers to create and maintain their own user stories,

acceptance criteria, testing strategies, and knowledge-transfer documentation.

· Coach and mentor Business Process Consultants and Associate Business

Process Consultants on solution design, skill development, and project challenges.

· Contribute leading practices and lessons learned across the Business

Process Consultant community and provide customer-based feedback to product development.

· Maintain current skills and certifications for the aligned workflow and

clearly relate ServiceNow capabilities and solution stories to the customer’s industry and operating context.

Delivery Lifecycle Expectations

· Initiate: Review process guides, technical documents, and customer

training materials; attend internal knowledge transfer; shape workshop

agendas, plans, schedules, and customer questionnaires; and provide process guidance during kickoff.

· Plan: Lead and participate in workshops, gather and document

business requirements, translate requirements into functional specifications

and user stories, and advise on communications, acceptance criteria,

mitigation plans, and applicable change-impact or workforce-transition plans.

· Execute: Lead functional participation in solution build and configuration,

drive sprint planning and data migration, and lead functional testing based on solution complexity.

· Deliver: Guide UAT migration and defect remediation and shape adoption strategies,

training plans, transition activities, and customer readiness.

· Close: Review defect remediation, oversee incorporation of production feedback,

coordinate the production deployment decision with the customer, and provide

input for closeout and lessons learned.

Qualifications

· Deep workflow expertise and industry-domain knowledge aligned with the supported

Ser viceNow offering.

· Demonstrated success independently leading functional delivery for smaller engagements

or teams and driving complex issues through analysis and resolution.

· Strong customer-facing advisory, workshop facilitation, process-design, requirements,

user-story development, testing, training, and stakeholder-management skills.

· Experience translating complex business requirements into configuration needs and

identifying process-improvement and automation opportunities.

· Required certification: ServiceNow Certified System Administrator (CSA).

A Certified Implementation Specialist certification in the aligned workflow is preferred.

· Working knowledge of Scrum, ITIL, and the Now Create methodology; Scrum

and ITIL certifications are optional.

· Ability to independently use AI to optimize workflows, tailor customer solutions,

and inform strategic decisions.

· Ability to clearly explain AI system design, ethical implications, platform use cases,

and responsible, value-driven AI adoption.

· Ability to travel up to 50%.