Description :
Principal Business Process Consultants (BPCs) build long-term customer relationships through exceptional consulting and end-to-end process improvements. Leveraging their domain expertise, they are deeply engaged in the early stages of process design, partnering with technical consultants to lead workshops, gather requirements, and craft functional specifications. They ensure solutions align with business needs, address compliance deviations, and drive successful outcomes by analyzing workflows, implementing automation, and collaboration.
Job Responsibilities
1. Collaborate with senior stakeholders to align on strategic goals, document requirements, and lead more complex implementations compared to Senior Business Process Consultants.
2. Develop the ability to consistently demonstrate business process thought leadership to the customer during times of ambiguity or conflict.
3. Analyze current processes and workflows to identify improvement areas, define measures to evaluate improvement using the ServiceNow platform, and share insights with product teams, and advocate leading practices.
4. Coach and mentor junior team members (Senior BPC, BPC and Associate BPC) on solutioning, building expertise, and project challenges as they arise.
5. Share learnings and new practices across the BPC community.
6. Design processes, built on ServiceNow, to achieve customers' desired outcomes and develop expertise related to the processes enabled by the ServiceNow platform.
7. Apply ServiceNow knowledge and workflow domain expertise in customer engagements to provide optimum workflows.
8. Design efficient workflows based on ServiceNow product capabilities and leading practices, ensuring that the proposed solutions meet the customer's expectations.
9. 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.
10. Be an active contributor of leading practices, and provide expertise related to the ServiceNow platform or solutions and workflows built on the platform.
11. Provide feedback to product development to improve the product based on experiences gained with customers.
12. Maintain skills / certifications on relevant workflows.
13. Work with partners, in a co-delivery engagement, bringing leading practices guidance to the customer and partner team.
14. Play an important part of the Now Assure offering working with ServiceNow Partners.
15. Support the professional development of others through means of mentoring.
Qualifications :
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 AI's potential impact on the function or industry.
12+ years progressive experience as part of a professional services organization; or equivalent education/experience.
Ability to travel up to 50%.
Industry domain expertise in relevant workflows.
Creativity with comfort running projects independently.
Experience driving complex issues through analysis and resolution.
Experience working collaboratively.
ServiceNow certifications in aligned workflow.
Expert in integrating AI tools to optimize workflows, drive strategy, and deliver business value through platforms like ServiceNow.
Skilled in ethical AI use, technical translation, and stakeholder engagement across both technical and executive audiences.
