Senior Business Process Consultant

Plat4mation Americas is seeking a Senior Business Process Consultant to lead complex Service Now delivery engagements and drive successful, measurable outcomes for clients.

In this role, you will be responsible for leading business process transformation initiatives and translating business requirements into scalable Service Now solutions. This role serves as a trusted advisor to clients, facilitating workshops, documenting current and future-state processes, defining requirements, and guiding organizations through the successful adoption of Service Now products and platform capabilities.

The ideal candidate possesses deep business process consulting expertise, strong stakeholder management skills, and extensive experience implementing Service Now solutions across multiple functional areas including IT, Employee Experience, Workplace Services, Customer Service, Field Service, Asset Management, or other platform applications.

You will bridge the gap between business needs and technical delivery, ensuring that solutions built on the Service Now Now Platform deliver measurable outcomes.

• Lead discovery sessions, stakeholder interviews, and business process workshops.
• Analyze current-state business processes and identify improvement opportunities.
• Design future-state processes aligned with organizational goals and Service Now best practices.
• Develop process maps, user stories, business requirements, and functional specifications.
• Facilitate process harmonization across multiple business units and stakeholders.
• Drive process standardization and operational excellence initiatives.

• Translate business requirements into Service Now functional requirements.
• Partner with Solution Architects and Technical Consultants to develop scalable solutions.
• Create user stories, acceptance criteria, process flows, and solution documentation.
• Ensure solutions align with Service Now out-of-the-box capabilities whenever possible.
• Identify gaps, risks, dependencies, and opportunities for platform optimization.
• Participate in solution design reviews and governance activities.

• Serve as the primary liaison between business stakeholders and technical teams.
• Build trusted relationships with executive sponsors, business leaders, and end users.
• Facilitate executive presentations, steering committee meetings, and project reviews.
• Manage stakeholder expectations throughout project delivery.

• Support Agile and Waterfall project delivery methodologies.
• Participate in sprint planning, backlog grooming, and user acceptance testing activities.
• Assist with data validation, process testing, and deployment readiness assessments.
• Ensure business requirements are successfully translated into delivered functionality.
• Support organizational change management and user adoption activities.

• Advise clients on Service Now platform capabilities and roadmap opportunities.
• Recommend process improvements that increase efficiency, compliance, and user experience.
• Identify opportunities for automation and digital transformation.
• Support business case development and value realization initiatives.
• Contribute to practice development, methodologies, and reusable assets.

• Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related field.
• 7+ years of business process consulting experience.
• 3+ years of Service Now implementation experience.
• Experience leading requirements gathering and business process transformation initiatives.
• Strong understanding of Agile delivery methodologies.
• Experience facilitating executive-level workshops and stakeholder meetings.
• Proven ability to translate complex business requirements into functional solutions.
• Excellent verbal, written, and presentation skills.
• Service Now Certified System Administrator (CSA) – required within 60-90 day of hire if not already certified.
• Service Now Certified Implementation Specialist (CIS) in one or more product areas – required within the first 6-12 months of hire, depending on project alignment.

• Se…