ServiceNow Business Process Consultant (ID: 4100)

As a ServiceNow 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 ServiceNow 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 ServiceNow certifications and stay up to date with workflow capabilities and best practices.

What You Bring to the Table:

• 6–8 years of relevant professional experience in business process consulting, workflow optimization, or a similar consulting role.

• Strong knowledge of ServiceNow 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 ServiceNow capabilities and established best practices.

• Relevant ServiceNow 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.

You Should Possess the Ability To:

• 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 ServiceNow 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.

What We Bring to the Table:

• Opportunity to work on ServiceNow 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.