Key Responsibilities:
· Act as the functional solution lead for smaller or less complex engagements and delivery teams.
· Develop strong expertise in one or two ServiceNow offerings and apply aligned
industry knowledge to customer challenges.
· Lead customer workshops, analyze current workflows, and design future-state
processes aligned with the customer journey and desired business outcomes.
· Translate complex business requirements into functional specifications,
configuration needs, agile user stories, acceptance criteria, testing strategies, and
knowledge-transfer materials.
· Identify opportunities for process improvement, automation, adoption,
and measurable value realization.
· Lead functional participation in solution build and configuration,
sprint planning, data migration, testing, UAT, defect remediation, transition, and closeout.
· Train customers to create and maintain their own user stories,
acceptance criteria, testing strategies, and knowledge-transfer documentation.
· Coach and mentor Business Process Consultants and Associate Business
Process Consultants on solution design, skill development, and project challenges.
· Contribute leading practices and lessons learned across the Business
Process Consultant community and provide customer-based feedback to product development.
· Maintain current skills and certifications for the aligned workflow and
clearly relate ServiceNow capabilities and solution stories to the customer’s industry and operating context.
Delivery Lifecycle Expectations
· Initiate: Review process guides, technical documents, and customer
training materials; attend internal knowledge transfer; shape workshop
agendas, plans, schedules, and customer questionnaires; and provide process guidance during kickoff.
· Plan: Lead and participate in workshops, gather and document
business requirements, translate requirements into functional specifications
and user stories, and advise on communications, acceptance criteria,
mitigation plans, and applicable change-impact or workforce-transition plans.
· Execute: Lead functional participation in solution build and configuration,
drive sprint planning and data migration, and lead functional testing based on solution complexity.
· Deliver: Guide UAT migration and defect remediation and shape adoption strategies,
training plans, transition activities, and customer readiness.
· Close: Review defect remediation, oversee incorporation of production feedback,
coordinate the production deployment decision with the customer, and provide
input for closeout and lessons learned.
Qualifications
· Deep workflow expertise and industry-domain knowledge aligned with the supported
Ser viceNow offering.
· Demonstrated success independently leading functional delivery for smaller engagements
or teams and driving complex issues through analysis and resolution.
· Strong customer-facing advisory, workshop facilitation, process-design, requirements,
user-story development, testing, training, and stakeholder-management skills.
· Experience translating complex business requirements into configuration needs and
identifying process-improvement and automation opportunities.
· Required certification: ServiceNow Certified System Administrator (CSA).
A Certified Implementation Specialist certification in the aligned workflow is preferred.
· Working knowledge of Scrum, ITIL, and the Now Create methodology; Scrum
and ITIL certifications are optional.
· Ability to independently use AI to optimize workflows, tailor customer solutions,
and inform strategic decisions.
· Ability to clearly explain AI system design, ethical implications, platform use cases,
and responsible, value-driven AI adoption.
· Ability to travel up to 50%.
Mandatory: Candidate must have active certification in ServiceNow at present
