Job Description
• ServiceNow ITSM / ITAM / ITOM / CSM / FSM and other ServiceNow modules
• ServiceNow Certified System Administrator (CSA)
Roles & Responsibilities
1. Lead less complex and smaller teams than Principal Business Process Consultants, acting as the functional solution lead.
2. Focus on specializing in 1-2 ServiceNow offerings, positioning for career advancement.
3. 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.
4. Coach and mentor junior team members (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. Apply ServiceNow knowledge and domain expertise in customer engagements to provide optimum workflows.
7. Design efficient workflows based on ServiceNow product capabilities and leading practices, ensuring that the proposed solutions meet the customer's 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. Be an active contributor of leading practices, and provide expertise related to the ServiceNow platform or solutions and workflows built on the platform.
10. Provide feedback to product development to improve the product based on experiences gained with customers.
11. Maintain skills / certifications on their specific workflows.
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.
· 8+ years progressive experience as part of a professional services organization; or equivalent education/experience.
· Ability to travel up to 50%.
· Industry domain expertise in respective areas.
· Creativity with comfort running projects independently.
· Success driving complex issues through analysis and resolution.
· Experience working collaboratively.
· ServiceNow certifications in aligned workflow.
· 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.
