The Whole Group

Join The Whole Group – Shaping the Future of AI-Powered Business Transformation on ServiceNow At The Whole Group, we are redefining what consulting looks like in an AI-powered world. Our mission is clear: drive customer and revenue transformation on ServiceNow by leveraging the next generation of agentic workflows and AI-powered enterprise solutions. We operate on a next-generation consulting model—one that's built to break traditional norms and accelerate time to value. By partnering closely with ServiceNow’s leading platform and product teams, we design the fastest, most assured delivery models to generate real, measurable outcomes and strategic impact for modern, forward-thinking organizations. Why Work With Us? Enterprise AI at Your Fingertips: Every consultant is equipped with cutting-edge AI tools to work smarter, faster, and more strategically. Innovation and IP Creation: We don’t just deliver; we create. Develop proprietary solutions, build new intellectual property, and help shape the future of AI-powered and agentic transformation for the enterprise. Break the Mold: We challenge the status quo every day—rethinking consulting models, accelerating value delivery, and embracing dynamic, fast-moving change. Passion Meets Purpose: Our team is a collective of passionate ServiceNow experts driven to make a lasting impact. We run fast, think boldly, and build diverse teams to power the future of work. Job Overview We are seeking a sharp, execution-focused Business Process Consultant (BPC) to join our delivery team. This is not a traditional BA or QA role — it is both, combined. You will lead discovery, translate requirements, and own testing across the full lifecycle of complex ServiceNow engagements. You operate at the intersection of business process expertise and platform knowledge. You take ambiguous client realities and turn them into clean, buildable specifications. You design test coverage that catches problems before they ship. And you do both with speed, precision, and a bias toward getting to the point. The right person for this role is curious by default, structured under pressure, and understands that taking requirements at face value is a delivery risk. You ask the question nobody else thought to ask — then document the answer in a way the technical team can act on immediately. How Performance is Evaluated Performance in this role is measured against five weighted goals. These are not aspirational — they define how success is tracked, reviewed, and rewarded at TWG. - Drive Speed to Context Through Intel Gathering - Translate Vision into MVP Requirements - Ensure Quality Through Testing and Validation - Bridge Business and Technical Teams Effectively - Maintain Billability and Contribute to Practice Growth Key Responsibilities Discovery and Intel Gathering — 30% of Role - Lead structured discovery sessions with clients who may not fully understand their own processes — surface what they cannot articulate. - Build current-state process maps, system inventories, and constraint documentation that give architecture and delivery teams a clear foundation. - Identify hidden complexity, risks, and scope signals early — before they surface as delivery problems mid-sprint. - Compress discovery timelines without sacrificing quality; deliver context fast enough to enable direction-setting within phase windows. - Use AI tools actively to accelerate discovery prep, session synthesis, and documentation output. Requirements and MVP Translation — 25% of Role - Translate business outcomes into functional specifications, user stories, and acceptance criteria that developers can build from with fewer than 2-3 clarifying questions per story. - Write acceptance criteria that are testable, unambiguous, and traceable to business intent — not just to technical tasks. - Maintain requirements traceability across long engagements with evolving scope. - Identify simplifications that preserve business value and reduce build complexity. - Surface downstream challenges during requirements — not after build has started. Testing and Quality Validation — 25% of Role - Design test cases mapped to user stories and ensure at least 90% coverage before build is considered complete. - Identify test scenarios that go beyond the stated requirements: edge cases, integration failure paths, and regression risk areas. - Execute functional, regression, and integration testing systematically and on schedule. - Write defect reports that require minimal clarification and enable fast, accurate resolution. - Coordinate and prepare clients for UAT: define scope, set expectations, track defects, and drive closure with minimal critical defects reaching production. Stakeholder Bridging — 10% of Role - Serve as the communication layer between business stakeholders and the technical delivery team — translating clearly in both directions. - Proactively clarify ambiguity before it becomes a build blocker; escalate risks with context and a recommended path forward. - Maintain a consistent communication cadence with client stakeholders and build trust through reliability and candor. - Anticipate stakeholder questions before they are asked and resolve ambiguity without waiting to be directed. Billability and Practice Contribution — 10% of Role - Maintain approximately 80% billable utilization and submit accurate timecards. - Complete at least one meaningful development goal per year: certification, advanced technique, or tool proficiency. - Contribute reusable assets — templates, test frameworks, or discovery accelerators — that raise the quality floor for the broader team. - Support onboarding and mentorship of junior BAs when the opportunity arises. Skills and Qualifications - 4+ years of experience in business analysis, quality assurance, or a combined BA/QA role within enterprise technology or professional services. - Demonstrated experience leading structured discovery sessions and translating complex business processes into functional specifications and user stories. - Strong test case design capability: you map coverage to stories, think in edge cases, and write defect reports that do not need follow-up clarification. - Proficiency in process documentation — swimlane diagrams, SIPOC maps, RACI matrices, BRDs, FRDs, and process narratives. - Hands-on experience with ServiceNow or a comparable enterprise platform (Salesforce, SAP, Oracle, or similar). - Familiarity with Agile/Scrum delivery; comfortable owning your lane across plan, build, and validate within a sprint. - Active AI tool usage in discovery, synthesis, or documentation workflows — not as an experiment, but as a consistent habit. - Strong written and verbal communication: you can write a crisp user story and present a risk escalation clearly in the same afternoon. Certifications Required - ServiceNow Certified System Administrator (CSA) — or demonstrated ability to earn within 90 days of hire. Preferred - ServiceNow Certified Implementation Specialist in at least one relevant module (CSM, SOM, FSO, SPO, SLO, or APO). - CBAP (Certified Business Analysis Professional) or equivalent BA certification. - ISTQB Certified Tester Foundation Level or equivalent quality assurance certification What We Offer - Direct access to the latest ServiceNow innovations, including Agentic AI and Now Assist capabilities. - A delivery model built for speed — where your work ships, has visible impact, and is recognized. - A team that takes quality seriously and gives you the tools and runway to raise it. - Competitive salary, comprehensive benefits, and dedicated support for professional development and certifications. - The opportunity to build — templates, frameworks, and processes that outlast any single engagement. We love ServiceNow—their innovation velocity, product vision, and their unwavering commitment to “one platform” excellence—and we chose to focus on it for one reason: it’s where transformation happens. Join us and help create the future of enterprise consulting.

The Whole Group was purposely built to make deploying and getting value from modern SaaS products easier. Our history is rooted in building elegant and rich user, customer, and partner experiences, and building product extensions that drive and improve complex, data-dependent workflows including Sales, Service, Supply Chain & Finance. Our approach is simple – hire the best people and partner tightly with the best Platform and Product teams to design the fastest and most assured models to deliver measurable change, value, and business transformation to forward-thinking brands and organizations. Our Cosmos deployment framework, optimized for ServiceNow, is highly composable to assure fast deployment, rapid time to value, low technical debt, and a clear path to leveraging future Product features. The result is great user journeys, with data-driven insights and actions to get users quickly adopting and seeing real value from the Now Platform. Our mission is to build a diverse and skilled workforce with ServiceNow, developing business domain expertise ready to shape how we work in the future. Our partnership with University and State leaders fuels this purpose-driven RiseUp collaboration. We are a people-first organization striving to simply be a company that people want to be part of. The Whole Group knows that a diverse team is a more effective team. The description of this role includes a lot of industry jargon and several different attributes we’re looking for; you may not have them all or understand every piece of the terminology, that’s Ok, apply anyhow! Responsibilities The ServiceNow Business Process Analyst will utilize your Business Process and ServiceNow expertise and experience to develop and deploy solutions for clients utilizing the ServiceNow platform. You will work as part of a collaborative team leading, mentoring, and ensuring development efforts are well documented and delivered with quality. The ServiceNow Business Process Analyst is an experienced subject matter expert who focuses on development and delivery of value-added Enterprise solutions that meet the needs of client stakeholders and users. - Be a Functional Subject Matter Expert on the implementation of applications on the ServiceNow platform. - Be a lead member of the overall implementation project team. - Drive process definition, improvement, engineering, and gap analysis of current vs. future processes. - Identify solutions from a people, process and technology perspective during workshops with key client sponsors and stakeholders, generating the required outputs to the level required for the subsequent stages of the engagement. - Provide guidance on and deliver successful implementation of the to-be processes in partnership with other members of the project team, including industry partners working as part of the same project team. - Identify areas of business process improvement (efficiency, effectiveness, and experience) and recommend solutions that detail pros, cons, and risks. - Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their associated processes. - Serve as a liaison between client and technical implementation team. - Create and update required documentation such as workshop agendas, stories, test cases, process guides, and flow diagrams. - Ensure process-related deliverables to clients are complete, consistent, high quality, timely, and deliver intended outcomes. - Promote continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities. - Collaborate and contribute to the creation, deployment, and maintenance of process best practices and standards. - Drive the continuous improvements of our implementation methodology and service offerings based on client experiences. Experience - 3+ years experience with ServiceNow platform with experience in at least 2 modules or 5+ years experience in a related platform with ServiceNow certification. - 3+ years experience in management consulting, process design, or product management. - Experience leading and executing complex strategic and operational initiatives at large organizations. - Advanced presentation skills, including the creation and delivery of professional product demonstrations. - Ability to confidently facilitate client workshops, clearly communicate process recommendations, and manage stakeholder engagement (in person or virtually). - Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks. - Strong problem-solving and critical-thinking skills, with the ability to identify issues, propose solutions, and drive process improvements and decisions. - Proven consulting experience leading the analysis and documentation of as-is processes and definition and deployment of to-be processes and solutions in client environments. - Consultative skills for software service delivery to lead clients to improve their processes and organizational models. - Strong communication skills (both written and verbal); technical writing experience. - Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box. - Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions during project delivery. - Knowledge of and experience in Agile methodologies, including creation of user stories. - Knowledge of and experience in two or more of the following business and systems analysis techniques: Business Process Modeling (BPM), Use Case Modeling, Functional and Non-functional Requirements Analysis, or Gap Analysis. - Strong interpersonal skills, client-centric attitude, ability to deal with cultural diversity. - Proven team player and team builder. - ServiceNow Certified Implementation Specialist (CIS) in one or more module and/or Certified System Administrator (CSA) certification. - Business analysis certification, such as Certified Business Analysis Professional (CBAP) preferred. - Experience or certification in Organizational Change Management preferred. - Experience in developing or delivering user training preferred.

Join The Whole Group. We simplify the deployment and extraction of value from cutting-edge SaaS products. At The Whole Group, we like to keep things simple: we hire the best people and team up with leading Platform & Product experts to get great results for the most innovative brands out there. Let's get creative together and revolutionize how businesses operate, ensuring they stay true to their commitments to employees, customers, and partners alike. Service is key. If you're passionate about ServiceNow and making a real difference, come join us! Here's how we do it: We work closely with top tech teams to create fast and reliable ways to improve companies. Our global team of experts collaborates with ServiceNow to make their products even better. Why join us? We love ServiceNow and make it easy for companies to use their products. Together, we create amazing experiences for users using data to guide us. Our mission: We're all about building a diverse team of ServiceNow experts to shape the future of work. Our purpose-driven RiseUp collaboration with university and state leaders propels this mission. As a people-first organization, we strive to be a company people want to join. We value diversity and welcome people from all backgrounds. The Whole Group knows that a diverse team is a more effective team. The description of this role includes a lot of industry jargon and several different attributes we’re looking for; you may not have them all or understand every piece of the terminology, that’s Ok, apply anyhow! Join us at The Whole Group and be part of a team that values you. Responsibilities The Technical Consultant will support the implementation from proposal to delivery. This includes developing a thorough understanding of the client’s requirements and target outcomes, and then applying industry best practices and your detailed knowledge of how to design and implement the optimal solution. The consultant will build a trusting relationship with major project stakeholders, and lead them to adoption of the best solution. The Technical Consultant will work closely with the Solution/Technical Architect to ensure the solution is technically feasible and to identify areas to reduce implementation efforts. They will validate the configuration of business data and support the technical team for any required custom development. They will assist or lead in test plan development and execution including conducting user acceptance testing ensuring implementation meets client’s requirements. Other expectations include: - Work with the client using a future-focused mindset to understand their long-term Enterprise goals, understand how the ServiceNow platform’s capabilities fits into their Enterprise application ecosystem, design a roadmap, and communicate how the ServiceNow platform could move them towards their goals. - Participate in design workshops, development, testing and deployment activities. - Implement ServiceNow functionality to help meet the client’s enterprise goals. - Ensure quality delivery of ServiceNow technical solutions to ensure they meet customer requirements using the most efficient methods that leverage ServiceNow best practices and standards. - Mentor teammates on ServiceNow platform best practices about ServiceNow modeling, platform architecture, customizations, etc. Experience - 3+ years of experience working in a client-facing role in a professional services organization, building and designing solutions that have been delivered to the marketplace - 3+ years of deep functional and technical knowledge of ServiceNow configuration and implementation - Experienced in ServiceNow's Customer Service Management product required - Experience in ServiceNow Field Service Management, Service Portal, Integration Hub or REST/SOAP Web Services, and AppEngine Studio preferred - Knowledge of key Customer Service Technologies including: IVR, Chatbot, Knowledge Management, and collaboration - Experience in CSM Business Models: B2B, B2C - Act as a Subject Matter Expert for both The Whole Group team and the client - Excellent communication, planning, problem solving, troubleshooting, and organizational skills; willing to take responsibility and act independently - Demonstrated work experience in business and systems analysis, process, and data modeling skills. - Knowledge of Agile development methodologies. - Exceptional communication skills, both written and verbal - Proven team-building skills and ability to motivate others - Team-player mindset and willingness to collaborate with all levels of our organization - Ability to work under minimal supervision, navigate ambiguous environments and quickly adapt to change. - ServiceNow CSA certification required - CIS - CSM Certification required - CSM professional suite Certification preferred - Proficient in ServiceNow Agent Workspace, custom portal design, and virtual assistance

The Whole Group was purposely built to make deploying and getting value from modern SaaS products easier. Our history is rooted in building elegant and rich user, customer, and partner experiences, and building product extensions that drive and improve complex, data-dependent workflows including Sales, Service, Supply Chain & Finance. Our approach is simple – hire the best people and partner tightly with the best Platform and Product teams to design the fastest and most assured models to deliver measurable change, value, and business transformation to forward-thinking brands and organizations. Our Cosmos deployment framework, optimized for ServiceNow, is highly composable to assure fast deployment, rapid time to value, low technical debt, and a clear path to leveraging future Product features. The result is great user journeys, with data-driven insights and actions to get users quickly adopting and seeing real value from the Now Platform. Our mission is to build a diverse and skilled workforce with ServiceNow, developing business domain expertise ready to shape how we work in the future. Our partnership with University and State leaders fuels this purpose-driven RiseUp collaboration. We are a people-first organization striving to simply be a company that people want to be part of. The Whole Group knows that a diverse team is a more effective team. The description of this role includes a lot of industry jargon and several different attributes we’re looking for; you may not have them all or understand every piece of the terminology, that’s Ok, apply anyhow! Responsibilities The ServiceNow Solution Architect will utilize your ServiceNow expertise and experience to architect, design, develop and deploy solutions utilizing the ServiceNow platform. You will drive a collaborative team leading, mentoring and ensuring development efforts are well documented and delivered with quality, owning the overall outcome of your projects. The ServiceNow Solution Architect is an experienced subject matter expert and focuses on development and delivery of value-added integration and consultative services in the area of Enterprise solutions, designing, deploying and integrating various product sets. - Lead project teams to deploy solutions on the ServiceNow platform - Lead complex programs of multiple resources - Lead the architecture and design of complex solutions built on / extended from ServiceNow out-of-the-box (OOB) capabilities - Lead the creation of written and contractual deliverables, ensuring appropriate clarity and quality - Lead client demos, build previews, and working sessions - Lead integration design sessions with relevant stakeholders (ServiceNow platform team, third-party administrators, end-users) - Lead client workshops as process and technical expert - Escalation point for project team for any technical issues - Work to influence team members, broader internal team, and external customers, likely including senior management, to agree and accept new concepts, practices, and approaches - Participate in pre-sales cycle as technical expert Experience - 5+ years large program experience leading architecture and design. - 5+ years of experience implementing ServiceNow solutions and workflows. - 3+ years’ experience with web technologies including API’s / CSS / XML / HTML / Web Services. - Working knowledge of JavaScript design and development. - 3+ year experience in REST Web Services development and integration. - Experience with Agile, Scrum and SDLC including Requirements Analysis, Design, Installation, Development, Testing (application code and user acceptance), and Deployment. - Knowledgeable on ServiceNow Best Practices and Procedures. - Ability to communicate technical information in business terms. - Demonstrated ability to own and resolve complex technical issues. - Ability to independently plan deliverables and coordinate with team-members. - Excellent trouble-shooting skills and the ability to logically think through problem situations. - Must possess excellent verbal and written communication skills to create and present documentation or proposals for projects/tasks. - Prior experience mentoring and providing technical leadership. - 5+ years’ experience as a ServiceNow Architect, Administrator, Developer, or Implementation Specialist. - Certified ServiceNow Implementation Specialist (CIS) in at least one module (preferably CSM) Certified ServiceNow Administrator (CSA) - Certified ServiceNow CSM Professional Plus Suite, a plus