Business Process Consultant - US

The Whole Group • Missoula, MT

7h

About The Position

At The Whole Group, we are redefining what consulting looks like in an AI-powered world. Our mission is clear: drive customer and revenue transformation on ServiceNow by leveraging the next generation of agentic workflows and AI-powered enterprise solutions.
We operate on a next-generation consulting model—one that's built to break traditional norms and accelerate time to value. By partnering closely with ServiceNow’s leading platform and product teams, we design the fastest, most assured delivery models to generate real, measurable outcomes and strategic impact for modern, forward-thinking organizations.
Why Work With Us?
Enterprise AI at Your Fingertips:
Every consultant is equipped with cutting-edge AI tools to work smarter, faster, and more strategically.
Innovation and IP Creation:
We don’t just deliver; we create. Develop proprietary solutions, build new intellectual property, and help shape the future of AI-powered and agentic transformation for the enterprise.
Break the Mold:
We challenge the status quo every day—rethinking consulting models, accelerating value delivery, and embracing dynamic, fast-moving change.
Passion Meets Purpose:
Our team is a collective of passionate ServiceNow experts driven to make a lasting impact. We run fast, think boldly, and build diverse teams to power the future of work.
Job Overview
We are seeking a sharp, execution-focused Business Process Consultant (BPC) to join our delivery team. This is not a traditional BA or QA role — it is both, combined. You will lead discovery, translate requirements, and own testing across the full lifecycle of complex ServiceNow engagements.
You operate at the intersection of business process expertise and platform knowledge. You take ambiguous client realities and turn them into clean, buildable specifications. You design test coverage that catches problems before they ship. And you do both with speed, precision, and a bias toward getting to the point.
The right person for this role is curious by default, structured under pressure, and understands that taking requirements at face value is a delivery risk. You ask the question nobody else thought to ask — then document the answer in a way the technical team can act on immediately.
How Performance is Evaluated
Performance in this role is measured against five weighted goals. These are not aspirational — they define how success is tracked, reviewed, and rewarded at TWG.
Drive Speed to Context Through Intel Gathering
Translate Vision into MVP Requirements
Ensure Quality Through Testing and Validation
Bridge Business and Technical Teams Effectively
Maintain Billability and Contribute to Practice Growth

Requirements

• 4+ years of experience in business analysis, quality assurance, or a combined BA/QA role within enterprise technology or professional services.
• Demonstrated experience leading structured discovery sessions and translating complex business processes into functional specifications and user stories.
• Strong test case design capability: you map coverage to stories, think in edge cases, and write defect reports that do not need follow-up clarification.
• Proficiency in process documentation — swimlane diagrams, SIPOC maps, RACI matrices, BRDs, FRDs, and process narratives.
• Hands-on experience with ServiceNow or a comparable enterprise platform (Salesforce, SAP, Oracle, or similar).
• Familiarity with Agile/Scrum delivery; comfortable owning your lane across plan, build, and validate within a sprint.
• Active AI tool usage in discovery, synthesis, or documentation workflows — not as an experiment, but as a consistent habit.
• Strong written and verbal communication: you can write a crisp user story and present a risk escalation clearly in the same afternoon.
• ServiceNow Certified System Administrator (CSA) — or demonstrated ability to earn within 90 days of hire.

Nice To Haves

• ServiceNow Certified Implementation Specialist in at least one relevant module (CSM, SOM, FSO, SPO, SLO, or APO).
• CBAP (Certified Business Analysis Professional) or equivalent BA certification.
• ISTQB Certified Tester Foundation Level or equivalent quality assurance certification

Responsibilities

• Lead structured discovery sessions with clients who may not fully understand their own processes — surface what they cannot articulate.
• Build current-state process maps, system inventories, and constraint documentation that give architecture and delivery teams a clear foundation.
• Identify hidden complexity, risks, and scope signals early — before they surface as delivery problems mid-sprint.
• Compress discovery timelines without sacrificing quality; deliver context fast enough to enable direction-setting within phase windows.
• Use AI tools actively to accelerate discovery prep, session synthesis, and documentation output.
• Translate business outcomes into functional specifications, user stories, and acceptance criteria that developers can build from with fewer than 2-3 clarifying questions per story.
• Write acceptance criteria that are testable, unambiguous, and traceable to business intent — not just to technical tasks.
• Maintain requirements traceability across long engagements with evolving scope.
• Identify simplifications that preserve business value and reduce build complexity.
• Surface downstream challenges during requirements — not after build has started.
• Design test cases mapped to user stories and ensure at least 90% coverage before build is considered complete.
• Identify test scenarios that go beyond the stated requirements: edge cases, integration failure paths, and regression risk areas.
• Execute functional, regression, and integration testing systematically and on schedule.
• Write defect reports that require minimal clarification and enable fast, accurate resolution.
• Coordinate and prepare clients for UAT: define scope, set expectations, track defects, and drive closure with minimal critical defects reaching production.
• Serve as the communication layer between business stakeholders and the technical delivery team — translating clearly in both directions.
• Proactively clarify ambiguity before it becomes a build blocker; escalate risks with context and a recommended path forward.
• Maintain a consistent communication cadence with client stakeholders and build trust through reliability and candor.
• Anticipate stakeholder questions before they are asked and resolve ambiguity without waiting to be directed.
• Maintain approximately 80% billable utilization and submit accurate timecards.
• Complete at least one meaningful development goal per year: certification, advanced technique, or tool proficiency.
• Contribute reusable assets — templates, test frameworks, or discovery accelerators — that raise the quality floor for the broader team.
• Support onboarding and mentorship of junior BAs when the opportunity arises.

Benefits

• Direct access to the latest ServiceNow innovations, including Agentic AI and Now Assist capabilities.
• A delivery model built for speed — where your work ships, has visible impact, and is recognized.
• A team that takes quality seriously and gives you the tools and runway to raise it.
• Competitive salary, comprehensive benefits, and dedicated support for professional development and certifications.
• The opportunity to build — templates, frameworks, and processes that outlast any single engagement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed