ServiceNow Business Process Consultant (Manager)

Summary

Huron is a global consultancy that collaborates with clients to drive strategic growth, ignite innovation, and navigate constant change. The ServiceNow Business Process Consultant (Manager) will analyze and improve business processes, define requirements, support ServiceNow implementations, facilitate client workshops, and assist with project management and automation initiatives.

Responsibilities

• Strong analytical skills to analyze process data, identify trends, and draw insights to inform decision-making
• Ability to troubleshoot process issues, identify root causes, and propose solutions for improvement
• Experience in developing performance metrics and KPIs to measure the impact of automation initiatives
• Excellent communication skills to collaborate effectively with cross-functional teams and stakeholders
• Experience developing PowerPoint visualizations and slide decks to share updates and recommendations
• Ability to communicate technical concepts to non-technical audiences and facilitate productive discussions
• Skill in building relationships and maintaining open communication channels with clients and project team members
• Strong understanding of ServiceNow across multiple modules
• Skill in facilitating workshops and collaborative sessions to gather requirements and define future state processes
• Expertise in defining and documenting user stories and acceptance criteria
• Strong experience providing demonstrations of out-of-box ServiceNow functionality
• Knowledge of and experience with ServiceNow Agile 2.0 and Test Management 2.0
• Experience and capability to work with and coach clients in developing and executing User Acceptance Test plans focused on end-to-end use cases
• Proficiency in working with technical leaders in configuring, implementing, and optimizing automation software to meet business requirements
• Understanding of project management fundamentals to support project planning, scheduling, and tracking
• Experience executing projects in a hybrid Waterfall / Scrum methodology
• Experience running scrum standups
• Ability to assist in creating project documentation, including project plans, status reports, and risk registers
• Experience in coordinating project activities, managing deliverables, and ensuring alignment with project timelines and objectives
• Understanding of the industry and business context in which automation initiatives are implemented
• Familiarity with industry-specific processes, regulations, and compliance requirements
• Ability to leverage industry knowledge to tailor automation solutions to meet specific business needs
• Willingness to continue ServiceNow training gaining additional micro-certifications, certifications, and delivery accreditations
• Willingness to stay updated on emerging technologies, automation trends, and best practices
• Ability to adapt to changing project requirements, priorities, and timelines
• Commitment to continuous improvement and professional development

Skills

• Strong analytical skills to analyze process data, identify trends, and draw insights to inform decision-making
• Ability to troubleshoot process issues, identify root causes, and propose solutions for improvement
• Experience in developing performance metrics and KPIs to measure the impact of automation initiatives
• Excellent communication skills to collaborate effectively with cross-functional teams and stakeholders
• Experience developing PowerPoint visualizations and slide decks to share updates and recommendations
• Ability to communicate technical concepts to non-technical audiences and facilitate productive discussions
• Skill in building relationships and maintaining open communication channels with clients and project team members
• Strong understanding of ServiceNow across multiple modules
• Skill in facilitating workshops and collaborative sessions to gather requirements and define future state processes
• Expertise in defining and documenting user stories and acceptance criteria
• Strong experience providing demonstrations of out-of-box ServiceNow functionality
• Knowledge of and experience with ServiceNow Agile 2.0 and Test Management 2.0
• Experience and capability to work with and coach clients in developing and executing User Acceptance Test plans focused on end-to-end use cases
• Proficiency in working with technical leaders in configuring, implementing, and optimizing automation software to meet business requirements
• Understanding of project management fundamentals to support project planning, scheduling, and tracking
• Experience executing projects in a hybrid Waterfall / Scrum methodology
• Experience running scrum standups
• Ability to assist in creating project documentation, including project plans, status reports, and risk registers
• Experience in coordinating project activities, managing deliverables, and ensuring alignment with project timelines and objectives
• Understanding of the industry and business context in which automation initiatives are implemented
• Familiarity with industry-specific processes, regulations, and compliance requirements
• Ability to leverage industry knowledge to tailor automation solutions to meet specific business needs
• Willingness to continue ServiceNow training gaining additional micro-certifications, certifications, and delivery accreditations
• Willingness to stay updated on emerging technologies, automation trends, and best practices
• Ability to adapt to changing project requirements, priorities, and timelines
• Commitment to continuous improvement and professional development
• Bachelor's or Master's degree in a field related to this position or equivalent work experience
• 3+ years as a ServiceNow Business Process Consultant in increasingly complex implementations
• 6+ greenfield implementations of multiple ServiceNow modules as a business process consultant (including NowAssist, AI Agents)
• Current ServiceNow Certified System Administrator (CSA) REQUIRED
• ServiceNow Learning Business Process Analyst Practitioner or Business Process Analyst Professional badge REQUIRED
• Agile 2.0 and Test Management 2.0 training; and/or multiple micro-certifications
• Strong User Story definition / documentation skills
• Experience with Agile methods, including hybrid waterfall / agile methods used for ServiceNow implementations
• Knowledge / experience with NowCreate / ServiceNow Best Practices
• Ability to solve complex problems creatively with strong critical thinking
• Strong analytical skills coupled with a functional or technical acumen and hands-on expertise with cloud-based enterprise solutions
• Strong verbal and written communication skills with ability to articulate results and issues to internal and client teams
• Preferably with a ServiceNow Elite-level partner (not an internal role)
• Experience with one or more of CSM, HRSD, Enterprise Asset Management, SPM, GRC preferred
• Completion of ServiceNow Fundamentals for multiple ServiceNow applications – strong preference for CSM, HRSD, SPM, GRC, and / or Enterprise Asset Management

Qualifications

Must Haves

• Strong analytical skills to analyze process data, identify trends, and draw insights to inform decision-making
• Ability to troubleshoot process issues, identify root causes, and propose solutions for improvement
• Experience in developing performance metrics and KPIs to measure the impact of automation initiatives
• Excellent communication skills to collaborate effectively with cross-functional teams and stakeholders
• Experience developing PowerPoint visualizations and slide decks to share updates and recommendations
• Ability to communicate technical concepts to non-technical audiences and facilitate productive discussions
• Skill in building relationships and maintaining open communication channels with clients and project team members
• Strong understanding of ServiceNow across multiple modules
• Skill in facilitating workshops and collaborative sessions to gather requirements and define future state processes
• Expertise in defining and documenting user stories and acceptance criteria
• Strong experience providing demonstrations of out-of-box ServiceNow functionality
• Knowledge of and experience with ServiceNow Agile 2.0 and Test Management 2.0
• Experience and capability to work with and coach clients in developing and executing User Acceptance Test plans focused on end-to-end use cases
• Proficiency in working with technical leaders in configuring, implementing, and optimizing automation software to meet business requirements
• Understanding of project management fundamentals to support project planning, scheduling, and tracking
• Experience executing projects in a hybrid Waterfall / Scrum methodology
• Experience running scrum standups
• Ability to assist in creating project documentation, including project plans, status reports, and risk registers
• Experience in coordinating project activities, managing deliverables, and ensuring alignment with project timelines and objectives
• Understanding of the industry and business context in which automation initiatives are implemented
• Familiarity with industry-specific processes, regulations, and compliance requirements
• Ability to leverage industry knowledge to tailor automation solutions to meet specific business needs
• Willingness to continue ServiceNow training gaining additional micro-certifications, certifications, and delivery accreditations
• Willingness to stay updated on emerging technologies, automation trends, and best practices
• Ability to adapt to changing project requirements, priorities, and timelines
• Commitment to continuous improvement and professional development
• Bachelor's or Master's degree in a field related to this position or equivalent work experience
• 3+ years as a ServiceNow Business Process Consultant in increasingly complex implementations
• 6+ greenfield implementations of multiple ServiceNow modules as a business process consultant (including NowAssist, AI Agents)
• Current ServiceNow Certified System Administrator (CSA) REQUIRED
• ServiceNow Learning Business Process Analyst Practitioner or Business Process Analyst Professional badge REQUIRED
• Agile 2.0 and Test Management 2.0 training; and/or multiple micro-certifications
• Strong User Story definition / documentation skills
• Experience with Agile methods, including hybrid waterfall / agile methods used for ServiceNow implementations
• Knowledge / experience with NowCreate / ServiceNow Best Practices
• Ability to solve complex problems creatively with strong critical thinking
• Strong analytical skills coupled with a functional or technical acumen and hands-on expertise with cloud-based enterprise solutions
• Strong verbal and written communication skills with ability to articulate results and issues to internal and client teams

Nice to Haves

• preferably with a ServiceNow Elite-level partner (not an internal role)
• experience with one or more of CSM, HRSD, Enterprise Asset Management, SPM, GRC preferred
• Completion of ServiceNow Fundamentals for multiple ServiceNow applications – strong preference for CSM, HRSD, SPM, GRC, and / or Enterprise Asset Management

Benefits

• Eligible to participate in Huron’s annual incentive compensation program.
• Medical coverage.
• Dental coverage.
• Vision coverage.
• Other wellness programs.
• Remote work arrangement.
• Flexible living locations across the U.S. and Canada.