Full-Time Senior Business Process Consultant, Platform (Federal)

The Role

The Sr. Business Process Consultant, Expert Services is the functional and process expert of a customer engagement team – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow Generative AI products – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

• Experience in leveraging or critically thinking about how to integrate AI into work processes.
• Be the process expert in how to best support NowAssist and AI Agent solutions by using ServiceNow GenAI and Platform products.
• Driving customer solution specific process definition, re-engineering, improvement and gap analysis.
• Lead customers in their efforts to take advantage of the ServiceNow GenAI Solution’s standard capabilities.
• Lead customer design workshops to capture personas, interactions, interfaces and data requirements.
• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements.
• Guiding customers in completing required documentation such as business requirement workbooks.
• Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer.
• Guides and advocates for the customer’s needs throughout the engagement.
• Support internal unit testing of developed solution during the development stage of the engagement.
• 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.
• Juggle multiple and complex projects/initiatives.
• Promoting continuous improvement practices for delivery/engagement materials.
• Supporting specific sales activities when required.
• Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request.
• Up to 25% travel annually, driven by customer needs and internal meetings

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