Business Process Consultant

Role: Senior Product Manager

Required Skills: Service Now

Experience: 8 - 10 Years

Function: TECHNOLOGY

Apply By: 2026-12-23

Job Description

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%.

TCS Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Salary Range: $100,000 - $150,000 a year

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