Senior ServiceNow Workflow Consultant

As a Senior Service Now Workflow Consultant, you will:

• Leverage Service Now expertise and business domain knowledge to design efficient workflows aligned with customer journeys and business objectives.
• Analyze customer requirements and translate them into effective Service Now workflow solutions using platform capabilities and industry best practices.
• Develop user stories, acceptance criteria, testing strategies, and knowledge transfer documentation to support consistent and high-quality delivery.
• Guide customers in creating, reviewing, and approving user stories, acceptance criteria, and testing strategies.
• Collaborate with product teams to share insights, recommend improvements, and promote workflow best practices.
• Resolve complex issues and escalations raised by junior team members, taking ownership of functional delivery.
• Coach and mentor Associate Business Process Consultants, supporting their professional development and performance.
• Maintain relevant Service Now skills and certifications aligned with assigned workflows.
• Leverage AI-powered tools and capabilities to streamline workflows, support decision-making, improve problem-solving, and identify opportunities for process optimization.
• Support customer engagements by explaining relevant AI capabilities, ethical considerations, and practical applications.

• 6–8 years of overall professional experience, with at least 5 years of experience in a professional services organization or equivalent education and experience.
• Strong knowledge of Service Now platform capabilities and workflow design.
• Experience designing and optimizing business workflows based on customer requirements and business processes.
• Experience preparing user stories, acceptance criteria, testing strategies, and knowledge transfer documents.
• Relevant Service Now certifications aligned with the specific workflow domain.
• Experience handling complex functional issues, troubleshooting escalations, and driving resolution.
• Experience coaching junior consultants and supporting business process consulting teams.
• Understanding of AI concepts, AI-powered tools, responsible AI practices, and their application in business workflows.
• Experience collaborating with customers, product teams, and cross-functional stakeholders.

• Independently manage customer engagements and drive workflow design activities from requirements gathering through delivery.
• Understand customer journeys and translate business needs into practical, value-driven Service Now solutions.
• Lead functional discussions and guide customers in documenting, validating, and approving requirements.
• Analyze complex problems, identify root causes, and implement effective solutions.
• Handle escalations professionally and provide guidance to junior team members.
• Coach and mentor Associate Business Process Consultants while promoting collaboration and knowledge sharing.
• Identify opportunities for workflow automation, continuous improvement, and AI integration.
• Communicate technical and functional concepts clearly to customers and internal stakeholders.
• Work collaboratively while taking ownership of assigned projects and deliverables.

• An opportunity to work on customer-focused Service Now workflow design and optimization initiatives.
• Exposure to enterprise business processes, workflow automation, and AI-enabled process improvement.
• Opportunities to collaborate with product teams, customers, and cross-functional professionals.
• Opportunities to demonstrate functional leadership, mentor junior consultants, and contribute to continuous improvement.
• A professional environment focused on customer success, innovation, and delivery excellence.