Business Process Consultant

Position :: Business Process Consultant

Job Description

Description :

Business Process Consultants (BPCs) build trusted, long-term relationships with customers by delivering exceptional consulting services and managing end-to-end process improvements. Leveraging domain expertise, they play a key role in early process design with technical consultants, gathering requirements through workshops and translating them into functional specifications. They analyze workflows to identify improvements, implement automation, operations, and business stakeholders to deliver agreed results.

Job Responsibilities

1. Leverage domain expertise to design workflows that align with the customer journey for value-driven, long-term success.

2. Develop user stories, acceptance criteria, testing strategies, and knowledge transfer documents to ensure consistency and support delivery excellence.

3. Share insights with product teams for continuous improvement, and lead best practices.

4. Resolve escalations from junior ES team members, demonstrating leadership and readiness to be the functional lead on engagements.

5. Coach and manage Associate Business Process Consultants.

6. Apply ServiceNow knowledge and domain expertise in customer engagements to achieve optimum workflows.

7. Design efficient workflows based on ServiceNow product capabilities and leading practices, ensuring that the proposed solutions meet the customer's expectations.

8. 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.

9. Maintain skills / certifications up to date for their specific workflows.

Qualifications :

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

5+ years experience as part of a professional services organization; or equivalent education/experience.

Ability to travel up to 50%.

Creativity with comfort running projects independently.

Experience driving complex issues through analysis and resolution.

Experience working collaboratively.

ServiceNow certifications in aligned workflow.

Applies AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance.

Understands core AI concepts, ethical considerations, and platform capabilities, and can explain their application in customer contexts with support.

Job Responsibilities

1. Leverage domain expertise to design workflows that align with the customer journey for value-driven, long-term success.

2. Develop user stories, acceptance criteria, testing strategies, and knowledge transfer documents to ensure consistency and support delivery excellence.

3. Share insights with product teams for continuous improvement, and lead best practices.

4. Resolve escalations from junior ES team members, demonstrating leadership and readiness to be the functional lead on engagements.

5. Coach and manage Associate Business Process Consultants.

6. Apply ServiceNow knowledge and domain expertise in customer engagements to achieve optimum workflows.

7. Design efficient workflows based on ServiceNow product capabilities and leading practices, ensuring that the proposed solutions meet the customer's expectations.

8. 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.

9. Maintain skills / certifications up to date for their specific workflows.