Associate Business Process Consultant

Role overview

Crossfuze is hiring an Associate Business Process Consultant to support ServiceNow-based client engagements. This role calls for someone with solid experience in client communication, requirements discovery, testing, and training. You will work alongside client stakeholders, project teams, and technical resources to guide solution design and help deliver implementations within established project delivery methods.

As the solution design facilitator, you will run or support workshops and requirements sessions, gather and clarify business needs, bridge communication between business users and technical teams, and help shape testing plans and test strategy. You will also follow up on production issues, troubleshoot where possible, capture enhancement ideas, and help ensure solutions are delivered with strong quality. Near project completion, you will create job aids and training materials to support adoption and user readiness.

Key responsibilities

• Map current and future business processes during workshops with customer sponsors and stakeholders, and document process gaps and improvement opportunities.
• Advise both the client and ServiceNow technical teams on how documented requirements should be implemented.
• Help customers use ServiceNow capabilities more effectively to improve their business processes.
• Create and refine supporting documents such as process flow diagrams, workshop agendas, presentations, and backlog grooming materials.
• Analyze business processes to identify efficiency gains, effectiveness improvements, and solution risks and trade-offs.
• Handle several projects and initiatives at the same time across overlapping delivery timelines.
• Encourage a culture of ongoing process improvement.
• Track business requirements and communicate them clearly so the proposed solution aligns with customer expectations.
• Support functional testing activities, including user acceptance testing.

Requirements

• ServiceNow Fundamentals completion is strongly preferred; CSA certification is an added advantage.
• A working understanding of the ServiceNow platform and the overall project implementation lifecycle.
• Ability to document workflows, spot process gaps, and translate findings into clear requirements.
• Knowledge of Agile delivery practices such as user stories, acceptance criteria, and backlog refinement.
• Comfort leading stakeholder meetings and workshops to gather requirements and shape user stories, backlogs, testing, and training plans.
• Strong written and verbal communication skills, especially for documenting findings and requirements.
• A collaborative approach and willingness to learn from a cross-functional team.
• Curiosity, active listening, and the habit of asking thoughtful questions to deepen understanding.
• Strong organization, attention to detail, and comfort in a fast-moving project setting.
• Ability to work under pressure, manage multiple tasks, and prioritize effectively to meet tight timelines.
• Understanding of how adoption supports organizational change.
• Project management knowledge for working with large and complex project teams.
• At least 2 years of experience in a business process or similar process-focused role.
• Agile certification or experience on Agile-led projects is preferred.
• Organizational Change Management certification or hands-on experience is preferred.
• Advanced skills in MS Word, Excel, Visio, and PowerPoint.

Perks and benefits

• Remote flexibility with a results-first culture; Fridays from noon local time are meeting-free and message-free so you can use the afternoon as needed.
• Flexible remote work arrangements.
• An extra paid day off for mental health.
• Competitive paid time off.
• Half-day Fridays.
• Family-friendly support and a focus on helping employees grow professionally and personally.
• Paid maternity and paternity leave for birth and adoption.
• Support for newborn, adoption, and fertility needs.
• Training and development opportunities.
• Extended healthcare coverage.
• Group RRSP with employer matching.
• 10 days of bereavement leave.
• Premium Calm app subscription for each employee plus five additional people of their choice.

Work environment

This is a fully remote role and candidates must be based in Canada. The position may require up to 30% travel.

Compensation

The expected annual pay range for this role is CAD 80,000 to CAD 100,000. Compensation is influenced by experience, training, education, geographic location, and other relevant factors.

Equal opportunity

The employer follows an equal employment opportunity policy and does not discriminate or harass employees or applicants on the basis of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, or any other legally protected status under applicable law.