Business Consultant

About This Role

This role involves working with customers to provide prescriptive guidance, drive overall consumption, adoption, and customer satisfaction by leveraging the ServiceNow platform. The consultant will act as a functional and process expert, guiding customers through business process re-engineering and transitioning business requirements into configuration requirements for ServiceNow products.

Responsibilities

• Work with customers to provide prescriptive guidance to achieve business outcomes
• Drive consumption, adoption, and customer satisfaction on the ServiceNow platform
• Transition business requirements to configuration requirements for ServiceNow Customer and Industries products
• Act as the process expert in supporting customers using ServiceNow products with best practices
• Lead process definition, re-engineering, improvement, and gap analysis workshops with customers
• Guide customers in leveraging ServiceNow capabilities to improve their processes
• Lead customer design workshops
• Obtain business requirements from key customer process owners/Subject Matter Experts (SMEs)
• Guide customers in completing required documentation like business requirement workbooks
• Draft functionality-focused user stories, acceptance criteria, testing strategy, and knowledge transfer
• Advocate for customer needs throughout the engagement
• Implement the latest ServiceNow AI offerings for various customers
• Support internal unit testing of developed solutions
• Drive customer unit and user-acceptance testing requirements
• Prepare all customer-facing deliverables focused on process
• Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues

Requirements

• Expertise in Business Process Consulting focused on ServiceNow platform
• Ability to drive consumption, adoption, and customer satisfaction for ServiceNow
• Proficiency in process definition, re-engineering, and gap analysis
• Experience leading customer design and requirement workshops

Skills

* Required skills