Workflow Consultant

Capgemini; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Capgemini is seeking a Workflow Consultant to design and optimize business workflows across ServiceNow, SAP SuccessFactors, Salesforce, and related platforms. The role emphasizes collaboration with IT, HR, Operations, and Finance to drive digital transformation and improve user experience.

The ideal candidate will have 8–10 years of experience in workflow consulting, solid experience with ServiceNow and SAP SF, and strong communication skills for global teams.

Qualifications

• Bachelor’s degree in information technology, computer science, engineering, or related field.
• Masters degree in business administration, information systems, or related fields is an advantage.
• Certifications in ServiceNow, SAP SuccessFactors, Agile/Scrum are preferred.

Responsibilities

• Act as the functional consultant for enterprise workflow and process automation solutions.
• Gather, analyze, and document business requirements from stakeholders across HR, IT, Operations, Finance and other functions.
• Design, configure, and optimize workflows within ServiceNow, SAP SuccessFactors, Salesforce and related applications.
• Support implementation and enhancement of workflow automation initiatives across the organization.
• Facilitate process mapping, reengineering, and workflow design workshops.
• Drive improvements across ITSM, Service Request Management, Approval Workflows and Case Management.

Skills

Workflow optimization

Stakeholder management

Business process analysis

ServiceNow

SAP SuccessFactors

Salesforce

Low-code/no-code

ITIL

Agile delivery

Education

Bachelor’s degree in IT/CS/Engineering

Master’s degree advantageous

Certifications: CSA / Implementation Specialist / SAP SF

Tools

ServiceNow

Salesforce

SAP SuccessFactors

Low-code platforms

Job description

Job Description Workflow Consultant (ServiceNow, SuccessFactors & Enterprise Workflow Solutions)

As a Workflow Consultant, you will be responsible for designing, implementing, supporting, and optimizing business workflows across enterprise platforms such as ServiceNow (SNOW), SAP SuccessFactors (SF), and other workflow automation solutions. You will work closely with business stakeholders, process owners, IT, and operations teams to streamline business processes, improve user experience, and drive digital transformation initiatives. The role requires strong expertise in workflow design, business process automation, process analysis, and stakeholder engagement. You will contribute to process standardization, automation, governance, and continuous improvement initiatives that enhance operational efficiency and employee experience.

Key Responsibilities

• Act as the functional consultant for enterprise workflow and process automation solutions.
• Gather, analyze, and document business requirements from stakeholders across HR, IT, Operations, Finance, and other business functions.
• Design, configure, and optimize workflows within platforms such as ServiceNow, SAP SuccessFactors, Salesforce and related business applications.
• Support implementation and enhancement of workflow automation initiatives across the organization.
• Facilitate process mapping, business process reengineering, and workflow design workshops.
• Drive improvements across key workflow areas including IT Service Management (ITSM), Service Request Management, Approval Workflows, Case Management
• Change Management, Knowledge Management and Business Process Automation
• Troubleshoot workflow issues and coordinate resolution with technical and business teams.
• Perform impact analysis, testing, validation, and user acceptance support for workflow-related changes.
• Ensure workflow processes comply with internal governance, audit requirements, and organizational policies.
• Monitor workflow performance metrics and identify opportunities for optimization.
• Develop functional specifications, process documentation, SOPs, user guides, and training materials.
• Support digital transformation and automation programs aimed at improving business productivity and user experience.
• Collaborate with global teams to ensure consistency and standardization of workflow practices.

Key Skills

Analytical & Problem Solving

• Strong analytical ability to evaluate business processes and identify automation opportunities.
• Ability to perform root cause analysis for workflow and process issues.
• Experience analyzing workflow metrics and recommending process improvements.
• Strong troubleshooting skills in complex enterprise application environments.
• Ability to translate business requirements into scalable workflow solutions.
• Detail-oriented with strong process mapping and documentation skills.

Domain Skills

Strong understanding of workflow management and business process automation concepts. Experience working with: ServiceNow (SNOW), SAP SuccessFactors (SF), IT Service Management (ITSM), Salesforce, Service Request & Case Management, Workflow Automation Platforms, Business Rules & Approval Frameworks, Knowledge Management Processes

• Understanding of process design methodologies and workflow governance.
• Familiarity with IT, Shared Services, and Operations processes.
• Experience supporting enterprise workflow transformation and automation initiatives.
• Knowledge of Agile, DevOps, and ITIL frameworks is preferred.
• Exposure to low-code/no-code automation platforms is an added advantage.

Professional Skills

• Excellent communication and stakeholder management skills.
• Strong business consulting and facilitation capabilities.
• Ability to work effectively with global and cross-functional teams.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Strong presentation, documentation, and training skills.
• High level of ownership, accountability, and problem-solving ability.
• Strong change in management and user adoption capabilities.

Qualification/ Our Ideal Candidate

• 8-10 years of experience in workflow consulting, business process management, ServiceNow, SuccessFactors, Salesforce or related enterprise platforms.
• Experience supporting workflow automation, service delivery, and process transformation initiatives.
• Strong understanding of shared services operations, and enterprise workflow management.
• Experience participating in enterprise application implementations, enhancements, or support engagements.
• Hands-on experience with ServiceNow workflows, ITSM modules, SuccessFactors workflows, or similar workflow platforms.
• Experience working with global stakeholders across multiple business functions.
• Knowledge of process improvement methodologies and automation best practice.
• Familiarity with Agile delivery models and change management processes.
• Experience supporting digital workplace, employee experience, or service transformation programs is highly desirable.

Educational Qualifications

• Bachelors degree in information technology, Computer Science, Business Administration, Engineering, or related discipline.
• Masters degree in business administration, Information Systems or related fields is an advantage.
• Preferred Certifications:
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Implementation Specialist
• SAP SuccessFactors Certification
• Lean Six Sigma Certification
• Agile / Scrum Certification

Preferred Experience in:

• ServiceNow (SNOW)
• SAP SuccessFactors (SF)
• Workflow Design & Automation
• Salesforce CRM
• Shared Services Operations
• Business Process Reengineering
• Digital Transformation & Automation Programs
• Global Service Delivery Models and Enterprise Support Organizations.