As a Senior Business Process Consultant, you will improve processes, coach junior team members, and leverage ServiceNow ITAM expertise to enhance customer engagements and workflows.
Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What you get to do in this role:
Role Purpose
Senior Business Process Consultants (BPCs) build trusted, long-term relationships with customers by delivering exceptional consulting and managing end-to-end process improvements. Leveraging domain expertise, they contribute to early process design with technical consultants, gather requirements through workshops, and translate them into functional specifications. They analyze workflows for process improvements, implement automation, operations, and business stakeholders to deliver agreed results.
Key Responsibilities
• Lead less complex and smaller teams than Principal Business Process Consultants, acting as the functional solution lead.
• Focus on specializing in 1-2 ServiceNow offerings, positioning for career advancement.
• 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.
• Coach and mentor junior team members (BPC and Associate BPC) on solutioning, building expertise, and project challenges as they arise.
• Share learnings and new practices across the BPC community.
• Apply ServiceNow knowledge and ITAM (HAM and SAM) domain expertise in customer engagements to provide optimum workflows.
• Design efficient workflows based on ServiceNow HAM and SAM product capabilities and leading practices, ensuring that the proposed solutions meet the customer's expectations.
• 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.
• Be an active contributor of leading practices, and provide expertise related to the ServiceNow platform or solutions and workflows built on the platform.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills / certifications on ServiceNow Certified Implementation Specialists for SAM and HAM.
Qualifications
To be successful in this role you have:
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 implementing ITAM solutions in ServiceNow with a focus on Hardware, Software and Enterprise Asset Management. Also having a strong ITAM process background is required.
• Creativity with comfort running projects independently.
• Success driving complex issues through analysis and resolution.
• Experience working collaboratively.
• ServiceNow certifications in aligned workflow
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What you get to do in this role:
Role Purpose
Senior Business Process Consultants (BPCs) build trusted, long-term relationships with customers by delivering exceptional consulting and managing end-to-end process improvements. Leveraging domain expertise, they contribute to early process design with technical consultants, gather requirements through workshops, and translate them into functional specifications. They analyze workflows for process improvements, implement automation, operations, and business stakeholders to deliver agreed results.
Key Responsibilities
• Lead less complex and smaller teams than Principal Business Process Consultants, acting as the functional solution lead.
• Focus on specializing in 1-2 ServiceNow offerings, positioning for career advancement.
• 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.
• Coach and mentor junior team members (BPC and Associate BPC) on solutioning, building expertise, and project challenges as they arise.
• Share learnings and new practices across the BPC community.
• Apply ServiceNow knowledge and ITAM (HAM and SAM) domain expertise in customer engagements to provide optimum workflows.
• Design efficient workflows based on ServiceNow HAM and SAM product capabilities and leading practices, ensuring that the proposed solutions meet the customer's expectations.
• 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.
• Be an active contributor of leading practices, and provide expertise related to the ServiceNow platform or solutions and workflows built on the platform.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills / certifications on ServiceNow Certified Implementation Specialists for SAM and HAM.
Qualifications
To be successful in this role you have:
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 implementing ITAM solutions in ServiceNow with a focus on Hardware, Software and Enterprise Asset Management. Also having a strong ITAM process background is required.
• Creativity with comfort running projects independently.
• Success driving complex issues through analysis and resolution.
• Experience working collaboratively.
• ServiceNow certifications in aligned workflow
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.
Top Skills
Hardware Asset Management (Ham)
It Asset Management (Itam)
Servicenow
Software Asset Management (Sam)
ServiceNow Melbourne, Victoria, AUS Office
Olderfleet 477 Collins Street, Level 16 and 17 , Melbourne, Australia, VIC 3000
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