What you get to do in this role:
Role Purpose
Senior Business Process Consultants (BPCs) build trusted, long-term relationships with customers by delivering exceptional consulting and managing end-to-end process improvements. Leveraging domain expertise, they contribute to early process design with technical consultants, gather requirements through workshops, and translate them into functional specifications. They analyze workflows for process improvements, implement automation, operations, and business stakeholders to deliver agreed results.
Key Responsibilities
- 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.
- Translate complex business requirements into configuration needs, 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 ITAM (HAM and SAM) domain expertise in customer engagements to provide optimum workflows.
- Design efficient workflows based on ServiceNow HAM and SAM product capabilities and leading practices, ensuring that the proposed solutions meet the customer's 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 / certifications on ServiceNow Certified Implementation Specialists for SAM and HAM.