Business Process Consultant

Senior Product Manager

Job Description 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 ServiceNow 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%.

TCS Employee Benefits Summary: Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. Salary Range: $100,000 - $150,000 a year

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