Key Skills

Job Description

Role : Senior ServiceNow Business Process Consultant Type : B to B contract 1. Leverage domain expertise to design workflows that align with the customer journey for value-driven, long-term success. 2. Develop user stories, acceptance criteria, testing strategies, and knowledge transfer documents to ensure consistency and support delivery excellence. 3. Share insights with product teams for continuous improvement, and lead best practices . 4. Resolve escalations from junior ES team members, demonstrating leadership and readiness to be the functional lead on engagements. 5. Coach and manage Associate Business Process Consultants. 6. Apply ServiceNow knowledge and insert workflow domain expertise in customer engagements to achieve optimum workflows. 7. Design efficient workflows based on ServiceNow insert workflow product capabilities and leading practices, ensuring that the proposed solutions meet the customers expectations. 8. 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. 9. Maintain skills / certifications up to date for their specific workflows.• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AIs potential impact on the function or industry . • 5+ years experience as part of a professional services organization; or equivalent education/experience. • Ability to travel up to 50%. • Creativity with comfort running projects independently. • Experience driving complex issues through analysis and resolution. • Experience working collaboratively. • ServiceNow certifications in aligned workflow. • Applies AI tools to streamline workflows, generate insights, and support strategic initiatives under guidance.• Understands core AI concepts, ethical considerations, and platform capabilities, and can explain their application in customer contexts with support.

Core Responsibilities

Design and optimize ServiceNow workflows aligned with customer journeys and product capabilities, and develop user stories, acceptance criteria, testing strategies, and knowledge transfer materials. Lead customer engagements, resolve escalations, coach associate consultants, share product improvement insights, and keep relevant workflow skills and certifications current.

Requirements

Requires at least five years of professional services experience or equivalent, ServiceNow certification in an aligned workflow, and the ability to manage complex issues and projects collaboratively and independently. Candidates should be able to apply AI tools and explain core AI concepts and ethical considerations in customer contexts, and be willing to travel up to 50%.