Principal Business Process Consultant - Position 5

Codetech•Edison, NJ

About The Position

Principal Business Process Consultants (BPCs) build long-term customer relationships through exceptional consulting and end-to-end process improvements. They leverage domain expertise and engage deeply in early process design, partnering with technical consultants to lead workshops, gather requirements, and develop functional specifications. They ensure solutions align with business needs, address compliance deviations, and drive successful outcomes through workflow analysis, automation, and collaboration. The role leads complex customer implementations, provides business process thought leadership amid ambiguity or conflict, and designs efficient ServiceNow-based workflows that meet customer outcomes and expectations. Principal BPCs contribute leading practices and product feedback, maintain relevant workflow skills and certifications, collaborate with partners in co-delivery engagements, and support the Now Assure offering. They also coach and mentor colleagues and customers in solutioning, user stories, acceptance criteria, testing, and knowledge transfer.

Requirements

12+ years of progressive experience as part of a professional services organization, or equivalent education and experience.
Ability to travel up to 50%.
Industry domain expertise in relevant workflows.
Creativity and comfort running projects independently.
Experience driving complex issues through analysis and resolution.
Experience working collaboratively.
ServiceNow certifications in an aligned workflow.
Experience leveraging or critically considering how to integrate AI into work processes, decision-making, or problem-solving; this may include AI-powered tools, workflow automation, AI-driven insights, or exploring AI's potential impact on the function or industry.
Expertise integrating AI tools to optimize workflows, drive strategy, and deliver business value through platforms such as ServiceNow.
Skills in ethical AI use, technical translation, and stakeholder engagement with technical and executive audiences.

Responsibilities

Collaborate with senior stakeholders to align on strategic goals, document requirements, and lead complex implementations.
Demonstrate business process thought leadership to customers during periods of ambiguity or conflict.
Analyze current processes and workflows to identify improvements, define measures for evaluating improvement using the ServiceNow platform, share insights with product teams, and advocate leading practices.
Coach and mentor junior team members, including Senior BPCs, BPCs, and Associate BPCs, on solutioning, expertise development, and project challenges.
Share learnings and new practices across the BPC community.
Design ServiceNow-based processes to achieve customer outcomes and develop expertise in processes enabled by the ServiceNow platform.
Apply ServiceNow knowledge and workflow domain expertise in customer engagements to provide optimum workflows.
Design efficient workflows based on ServiceNow product capabilities and leading practices, ensuring proposed solutions meet customer expectations.
Draft user stories and train customers to create user stories, acceptance criteria, testing strategies, and knowledge-transfer materials; support customers in reviewing and approving them.
Contribute leading practices and provide expertise on the ServiceNow platform, solutions, and workflows built on it.
Provide feedback to product development to improve products based on customer experience.
Maintain skills and certifications in relevant workflows.
Work with partners in co-delivery engagements, providing leading-practices guidance to customers and partner teams.
Contribute to the Now Assure offering while working with ServiceNow partners.
Support others' professional development through mentoring.