We are seeking an experienced Principal Business Process Consultant (BPC) with strong ServiceNow platform expertise and business process consulting experience. The ideal candidate will work closely with senior stakeholders and technical teams to design, optimize, and implement business processes and workflows that deliver measurable customer outcomes.

This role requires strong customer-facing consulting, process design, requirements gathering, stakeholder management, and ServiceNow workflow expertise.

Key Responsibilities

Partner with senior stakeholders to understand strategic goals, gather requirements, and lead complex ServiceNow implementations.
Lead workshops, analyze business processes, and identify opportunities for process improvement and automation.
Design efficient workflows and solutions using ServiceNow capabilities and leading practices.
Translate business requirements into functional specifications, user stories, acceptance criteria, and testing strategies.
Provide thought leadership and guidance during complex customer engagements.
Collaborate with technical consultants, partners, and business teams to ensure successful solution delivery.
Mentor and support junior Business Process Consultants.
Share best practices and contribute to the ServiceNow BPC community.
Support the Now Assure offering and co-delivery engagements with ServiceNow partners.
Leverage AI and automation tools to optimize workflows, improve decision-making, and deliver business value.
Provide feedback and insights to product teams based on customer experiences.
Maintain relevant ServiceNow certifications and workflow expertise.

Required Qualifications

12+ years of experience in professional services, business process consulting, or related roles.
ServiceNow Certified System Administrator (CSA) certification is mandatory.
Strong experience with the ServiceNow platform and business process/workflow design.
Experience with requirements gathering, workshop facilitation, functional specifications, user stories, and acceptance criteria.
Strong customer-facing and stakeholder management experience, including working with senior and executive-level stakeholders.
Experience leading complex implementations and resolving ambiguous or challenging business issues.
Strong analytical, problem-solving, communication, and collaboration skills.
Experience mentoring junior team members.
Experience leveraging AI tools, automation, or AI-driven insights to improve business processes and workflows.
Ability to work independently and travel up to 50%.

Preferred Skills

ServiceNow certifications in aligned workflows or products.
Strong understanding of ServiceNow leading practices and process optimization.
Experience integrating AI tools into workflows and business processes.
Knowledge of ethical AI practices, technical translation, and AI governance.
Experience working with ServiceNow partners in co-delivery engagements.

Principal Business Process Consultant – ServiceNow

Key skills

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