Business Process Consultant - ServiceNow

About the role

Lead less complex and smaller teams than Principal Business Process Consultants, acting as the functional solution lead. Focus on specializing in 1-2 ServiceNow offerings, positioning for career advancement.

Responsibilities

• Translate complex business requirements into configuration needs and author user stories for agile development.
• Identify opportunities for process improvement and automation, share insights with product teams, and lead best practices.
• Coach and mentor junior team members (BPC and Associate BPC) on solutioning, building expertise, and project challenges as they arise.
• Share learnings and new practices across the BPC community.
• Apply ServiceNow knowledge and domain expertise in customer engagements to provide optimum workflows.
• Design efficient workflows based on ServiceNow product capabilities and leading practices, ensuring that proposed solutions meet customer expectations.
• Draft user stories and train customers to create their own user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
• Be an active contributor of leading practices and provide expertise related to the ServiceNow platform or solutions and workflows built on the platform.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills and certifications on specific workflows.

Requirements

• 6+ years of relevant experience.
• 8+ years progressive experience in a professional services organization (or equivalent education/experience).
• Ability to travel up to 50%.

Qualifications

• Experience leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving (including using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI’s potential impact).
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value‑driven AI adoption.
• Required ServiceNow certifications: CAD, CSA, CIS, BPC.

Skills

• Creativity with comfort running projects independently.
• Success driving complex issues through analysis and resolution.
• Experience working collaboratively.