ServiceNow Business Process Consultant

Role Overview:

The Business Process Consultant (BPC) specializes in ServiceNow offerings, leading smaller teams and acting as a functional solution lead. This role involves translating complex business requirements into configuration needs, authoring user stories for agile development, identifying process improvement and automation opportunities, and integrating AI into workflows. The consultant will also mentor junior team members and contribute to best practices within the BPC community.

Key Responsibilities:

• Lead less complex and smaller teams, acting as the functional solution lead.
• Focus on specializing in 1-2 ServiceNow offerings, positioning for career advancement.
• Translate complex business requirements into configuration needs, author user stories for agile development, identify opportunities for process improvement and automation, share insights with product teams, and lead best practices.
• Coach and mentor junior team members (BPC and Associate BPC) on solutioning, building expertise, and project challenges as they arise.
• Share learnings and new practices across the BPC community.
• Apply ServiceNow knowledge and domain expertise in customer engagements to provide optimum workflows.
• Design efficient workflows based on ServiceNow product capabilities and leading practices, ensuring that the proposed solutions meet the customer's expectations.
• Draft user stories and train customers to create their own user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
• Be an active contributor of leading practices, and provide expertise related to the ServiceNow platform or solutions and workflows built on the platform.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills / certifications on their specific workflows.

Required Skills & Experience:

• ServiceNow platform expertise and certifications in aligned workflows.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Ability to translate complex business requirements into configuration needs and author user stories for agile development.
• Proficiency in identifying opportunities for process improvement and automation.
• Creativity with comfort running projects independently.
• Proven success driving complex issues through analysis and resolution.
• Experience working collaboratively.
• Ability to independently leverage AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
• Capability to articulate AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders.
• Industry domain expertise in specific workflows.

Qualifications:

• 8+ years progressive experience as part of a professional services organization; or equivalent education/experience.
• Ability to travel up to 50%.