Business Process Consultant

Tata Consultancy Services provided pay range

Base pay range

$/yr - $/yr

Title - Principal / Senior Business Process Consultant (BPC)

Type of hire - Full Time

Job Description

The Principal/Senior Business Process Consultant works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the Service Now platform by getting them to see the value of their Service Now investment.

Key Responsibilities:

The Principal Business Process Consultant, IT and/or Customer Workflows 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 Service Now Customer and Industries products – all with the goal of accelerating and driving customer business outcomes.

• Be the process expert in how to best support by using Service Now products using Service Now best practices focused on configuration vs. customization
• 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 Service Now capabilities in their efforts to improve their processes
• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using Service Now 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 Service Now 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.

• Strong understanding of ITSM/ITIL or other relevant domains.
• Excellent facilitation, communication, and analytical skills.
• Experience with Agile/SAFe methodologies.
• Ability to bridge the gap between business needs and technical solutions.

Salary Range $150,000- $200,000 a year

Mid-Senior level

Full-time

Engineering and Information Technology

IT Services and IT Consulting