Full-Time Principal Business Process Consultant, CRM & Workflows

• Process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Lead customers in their efforts to take advantage of the ServiceNow capabilities in their efforts to improve their processes
• Lead customer design workshops
• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral
• Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution
• Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guides and advocates for the customer’s needs throughout the engagement
• Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers
• Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources
• Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
• Prepare all customer-facing deliverables focused on process
• Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• At least 8 years of consulting experience for complex, global organizations preferably federal, state or local governments
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI
• Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued
• Strong understanding and ability to consult on data compliance standards such as PII/PHI
• Proven experience in defining and deploying future-state Customer Service and/or Field Service processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology
• Strong understanding with leading Customer Service and/or Field Service and related systems and tools such as Salesforce, SAP, Oracle, Telephony, etc…
• Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design
• Strong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertise
• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids.
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Experience in analyzing and recommending Customer Service and/or Field Service strategies based on business priorities
• Proven team player and team builder

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