ServiceNow Business Process Consultant

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Job Title: ServiceNow Business Process Consultant

Type: Full time


Referral Fee: $1,000+


Our client is a leading ServiceNow premiere partner and consultancy company that is focused on strategic advisory, IT solutions, and implementations leveraging the ServiceNow platform

Job Description

Business Process Consultants are a valued member of our clients Project Teams. Their role has often been described as “Human Glue” between the Client and the Development team. BPCs function almost like an initial “Product Owner” in the Agile process, providing the customer perspective throughout the project. As such, our Business Process Consultants are an active member of the Project Team from Kickoff to Closure and provide significant value that supports the success of the project, the solution and the Client.

Primary Responsibilities:

  • Capture Client Requirements
    • Discover and document client’s current processes
    • Guide and document future state processes as part of solution requirements and design
    • Facilitate client decision making with regards to process and requirements
    • Advise client of best practices (ITIL) and other successful process variations based on client’s maturity, industry, and needs
    • Extract and document client requirements in the form of Agile stories
    • Coordinate client approval of stories
    • Analyze client input, including data, and present relevant recommendations
    • Identify client user audiences, system use cases, and define client training needs
  • Represent the client’s needs during design and development
    • Partner with architect to validate solution design
    • Present client with necessary solution decisions and capture needed input including the business rationale for requirements
    • Address questions raised by architects and developers with regards to the client use of the in-development solution
    • Track down and drive client decisions to address questions during development
    • Peer Review / Unit Test all development, report defects to development
  • Represent Development team during User Acceptance Testing (UAT)
    • Coach client on User Acceptance Testing best practices
    • Demonstrate solution functions and coach testers on system use
    • Validate UAT feedback and coordinate defect resolution with development team
    • Counsel client on future state process agreements, approved requirements
  • Support Implementation and Hypercare
    • Prepare user documentation for training and knowledge transfer purposes
    • Coach client on correct use of solution
    • Identify and document opportunities for solution enhancements

Other Requirements:

  • Obtain and Maintain ServiceNow SysAdmin Certification (CSA)
  • Knowledge of ITIL basics, ITIL Foundation Certification highly desired
  • Strong written and oral communication skills, active listening skills
  • Proven ability to balance multiple priorities and projects
  • Experience with facilitating group discussions and decision making
  • Experience working as part of a team

Successful candidates are:

  • Professional, engaging and approachable
  • Curious out of the box thinkers
  • Motivated Puzzle Solvers
  • Proactive AND Responsive
  • Willing to grow professionally
  • Flexible


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