Servicenow Sr Business Process Consultant Itsm

Tata Consultancy Services; Mill Creek (WA); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Family Support: Leaves

Insurance Options: Auto & Home

Certification & Training Reimbursement

Time Off: Vacation & Holidays

401K Plan

Job summary

Tata Consultancy Services Limited in Mill Creek, WA seeks a seasoned Functional Consultant to lead ServiceNow engagements. You will specialize in 1–2 ServiceNow offerings, translate complex requirements into configurations, author user stories, and drive automation with a focus on best practices.

Ideal candidates bring 8+ years in a professional services setting, ServiceNow certifications, and ability to travel up to 50% to support customer engagements and knowledge transfer.

Qualifications

• Experience integrating AI into workflows and decision-making.
• 8+ years progressive experience in a professional services organization or equivalent.
• Ability to travel up to 50%.
• Industry domain expertise in respective areas.
• Creativity with comfort running projects independently.
• Success driving complex issues through analysis and resolution.
• Experience working collaboratively.
• ServiceNow certifications aligned to workflow offerings.
• Independently leverages AI to optimize workflows and tailor customer solutions.
• Articulates AI system design, ethics, and platform use cases clearly.

Responsibilities

• Lead less complex and smaller teams as the functional solution lead.
• Specialize in 1–2 ServiceNow offerings and guide career advancement.
• Translate requirements into configurations; author user stories for agile development.
• Identify opportunities for process improvement and automation.
• Mentor junior team members on solutioning and challenges.
• Share learnings across the BPC community.
• Apply ServiceNow knowledge to design efficient workflows meeting customer expectations.
• Draft user stories and train customers to create acceptance criteria and testing strategies.
• Provide feedback to product development based on customer experience.
• Maintain skills and certifications on specific workflows.

Skills

AI integration

Travel 50%

Industry domain expertise

Independent leadership

Collaboration

AI ethics & design

AI-driven optimization

Tools

ServiceNow certifications

Job description

Job Description

• ServiceNow ITSM / ITAM / ITOM / CSM / FSM and other ServiceNow modules
• ServiceNow Certified System Administrator (CSA)

Roles & Responsibilities

1. Lead less complex and smaller teams than Principal Business Process Consultants, acting as the functional solution lead.
2. Focus on specializing in 1-2 ServiceNow offerings, positioning for career advancement.
3. Translate complex business requirements into configuration needs, author user stories for agile development, identify opportunities for process improvement and automation, share insights with product teams, and lead best practices.
4. Coach and mentor junior team members (BPC and Associate BPC) on solutioning, building expertise, and project challenges as they arise.
5. Share learnings and new practices across the BPC community.
6. Apply ServiceNow knowledge and domain expertise in customer engagements to provide optimum workflows.
7. Design efficient workflows based on ServiceNow product capabilities and leading practices, ensuring that the proposed solutions meet the customer's expectations.
8. Draft user stories and train customers to create their own user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
9. Be an active contributor of leading practices, and provide expertise related to the ServiceNow platform or solutions and workflows built on the platform.
10. Provide feedback to product development to improve the product based on experiences gained with customers.
11. Maintain skills / certifications on their specific workflows.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 8+ years progressive experience as part of a professional services organization; or equivalent education/experience.
• Ability to travel up to 50%.
• Industry domain expertise in respective areas.
• Creativity with comfort running projects independently.
• Success driving complex issues through analysis and resolution.
• Experience working collaboratively.
• ServiceNow certifications in aligned workflow.
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
• Salary Range: $110,000 - $170,000 a year

Location: Mill Creek, WA

Function: TECHNOLOGY

Role: Functional Consultant

ID: 437435

Skills: Service Now

Salary Range: $110,000 - $170,000

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