ServiceNow Business Process Consultant

As a Service Now Business Process Consultant, you will:

• Build trusted, long-term customer relationships by delivering consulting services and driving end-to-end business process improvements.
• Collaborate with technical consultants and business stakeholders to design efficient workflows aligned with customer requirements and business objectives.
• Conduct workshops to gather requirements, analyze existing processes, and translate business needs into functional specifications.
• Develop user stories, acceptance criteria, testing strategies, and knowledge transfer documentation to support successful solution delivery.
• Apply Service Now platform knowledge and workflow expertise to design solutions that align with platform capabilities and industry best practices.
• Identify opportunities for workflow optimization, automation, and continuous improvement.
• Work closely with product teams to share customer insights, recommend enhancements, and promote best practices.
• Resolve complex issues and escalations raised by junior team members, taking ownership of functional delivery.
• Coach and guide Associate Business Process Consultants, supporting their professional development and delivery excellence.
• Train customers to develop user stories, define acceptance criteria, establish testing strategies, and prepare knowledge transfer documentation.
• Leverage AI tools and capabilities to streamline workflows, support decision-making, and improve business processes.
• Maintain relevant Service Now certifications and stay up to date with workflow capabilities and best practices.

• 6–8 years of relevant professional experience in business process consulting, workflow optimization, or a similar consulting role.
• Strong knowledge of Service Now and its workflow capabilities.
• Experience gathering business requirements, conducting workshops, and translating requirements into functional specifications.
• Hands-on experience developing user stories, acceptance criteria, testing strategies, and knowledge transfer documentation.
• Experience designing and improving business workflows using Service Now capabilities and established best practices.
• Relevant Service Now certifications aligned with the specific workflow domain.
• Experience managing complex issues, resolving escalations, and driving solutions independently.
• Understanding of AI concepts and experience exploring or applying AI tools to improve workflows, decision-making, and operational efficiency.
• Strong stakeholder management, analytical, problem-solving, and communication skills.
• Experience coaching junior consultants or supporting team development.
• Background in professional services or an equivalent consulting environment.

• Build strong customer relationships and understand business needs.
• Lead workshops and facilitate discussions with technical and non-technical stakeholders.
• Translate business requirements into practical, scalable Service Now workflow solutions.
• Manage consulting engagements and drive complex issues through analysis and resolution.
• Take ownership of functional delivery while ensuring alignment with customer expectations.
• Guide junior team members, provide constructive feedback, and share best practices.
• Identify opportunities for automation, process improvement, and the effective use of AI.
• Work collaboratively with customers, technical consultants, and product teams.

• Opportunity to work on Service Now consulting engagements focused on business process improvement.
• Exposure to workflow design, automation, and AI-enabled process optimization.
• Collaboration with customers, technical consultants, and product teams.
• Opportunities to contribute to functional leadership, customer success, and continuous improvement initiatives.

Want to discuss this opportunity in more detail? Feel free to reach out.