Senior Business Process Consultant, Platform (Federal)

Experience integrating AI into work processes, decision-making, or problem-solving using AI-powered tools, workflow automation, or AI-driven insights. Proven expertise as a process expert in configuring ServiceNow GenAI and Platform products with best practices focused on configuration over customization. Ability to lead workshops with customer sponsors and stakeholders to define current and future-state processes, perform gap analyses, and re-engineering efforts. Track record of guiding customers in leveraging standard GenAI capabilities to improve business processes and achieving measurable outcomes. Strong skills in capturing personas, interactions, interfaces, and data requirements, plus experience drafting functional documentation such as business requirement workbooks, user stories with acceptance criteria, testing strategy, and knowledge transfer. Demonstrated ability to support engagement teams, manage customer expectations, and drive successful outcomes through engagement lifecycle.