WHAT DOES A BUSINESS PROCESS CONSULTANT DO?
The Business Process Consultant coordinates with NSO Domain Experts to ensure adoption and compliance with established frameworks and methodologies within enabling technologies. This role involves consulting on business improvement concepts, validating change requests, and sharing best practices to enhance industry processes and policies. Additionally, the consultant identifies competency gaps and guides user communities on maximizing the effectiveness of technological platforms.
A Review of Professional Skills and Functions for Business Process Consultant
1. Business Process Consultant Details
- Information Provision: Providing information for updates and portfolio governance meetings.
- Initiative Leadership: Leading/Managing the execution of small initiatives.
- Organizational Assistance: Assist with any organizational reorganization/integration activities related to ISRM growth and continuing capability maturation.
- Process Automation Design: Design and facilitate the build-out of process automation for both existing and future capabilities.
- Systems Improvement: Improve systems by studying current practices to design and implement modifications.
- User Support: Provides references for users by writing and maintaining user documentation, process and data flows and supporting ISRM users.
- Reporting: Provide reports/dashboards by collecting, analyzing, and summarizing ISRM system performance and trends.
- Solution Facilitation: Work with both BTS and internal business consumers of ISRM services/information to better facilitate solutions.
2. Business Process Consultant Responsibilities
- IoT Platform Solution Implementation: Perform solution generation and implementation within the newest IoT platform.
- CAPS and TWX Support: Provide support of CAPS and TWX including support and testing of changes, releases, enhancement packages, and upgrades.
- Implementation Compliance: Implement requirements according to internal regulations and procedures.
- Training Material Development: Define and update documentation of modules/applications, including training material.
- Regional Level Support: Provide 2nd (regional) level support and participate in the resolution of production problems 24x7.
- Key User Training Support: Support the training and knowledge management of the key user organization.
- ITIL Change Management Support: Support the ITIL change management processes.
- IT Project Analysis Support: Provide analysis and support of IT projects/rollouts relative to CAPS/TWX.
- Cross-functional Team Cooperation: Cooperate with production and cross-functional teams.
3. Business Process Consultant Job Summary
- Governance Leadership: Working as a trusted advisor to ensure and lead EAME-level governance within the region and district teams, including those at a VP level.
- Data Visualization: Perform detailed analysis of business performance, and visualize business metrics and information to drive decision-making.
- Services Growth Execution: Work with the district teams to ensure the successful execution of services growth plans and leadership tables at the EAME level.
- Strategy Management Identification: Identify and maintain strategy management processes to drive understanding and ownership of key Strategy Processes across the enterprise.
- Functional Support Process Leadership: Lead improvement projects of functional support processes.
- End-User Visibility: Maintain high visibility to end-users to consult on process options and head off potential IT solution problems.
- System Development Assistance: Assist in the development, testing, training, and configuring of new and current systems.
- Support Process Improvement Leadership: Help lead the improvement of functional support processes like the leadership table and interface.
- Troubleshooting: Provide analysis, training, troubleshooting, and general support for divisions with business process-related issues.
4. Business Process Consultant Accountabilities
- Effectiveness Leadership: Lead work to enhance the effectiveness of the organization at the enterprise level
- Cross-functional Team Leadership: Lead cross-functional teams to solve large, complex, and ambiguous business problems and drive process improvements
- Business Process Analysis: Review, analyze, and develop solutions for business processes
- Impact Quantification: Identify and quantify the business impact of those solutions
- Enterprise Support Functions: Support all functions related to enterprise business support and project implementations
- Interdepartmental Coordination: Work across multiple departments for analysis and development of all business processes and requirements
- Process Solution Proposal: Propose a variety of process solutions for business problems using analysis tools
- Metrics Mapping: Capture enterprise goals that provide traceability throughout the organization and are mapped to metrics
- Continuous Improvement Initiation: Initiate continuous improvement through oversight, planning, value stream mapping, and project facilitation
5. Business Process Consultant Functions
- Technical Delivery: Responsible for technical delivery on one or more business improvement projects, with oversight and support from the project Manager/Director.
- Problem Solving: Leverages own experience and knowledge of specific skill areas to resolve straightforward problems and recommend innovative solutions on projects.
- Operational Diagnostics: Responsible for the diagnostic of operational performance opportunities, development of recommendations, and presentation of solutions.
- Relationship Management: Identifies, establishes, and monitors key relationships (internal and client), occasionally representing the team in client environments.
- Commercial Discipline: Supports project economics by demonstrating good commercial discipline and delivering work within set commercial expectations.
- Stakeholder Liaison: Liaises closely with counterpart client stakeholders to facilitate the delivery of set project outcomes.
- Scope and Proposal Development: Supports the Project Manager/Director and the client to scope requirements, prepare proposals, develop client relationships, and build internal and external networks.
- Methodology Development: Contributes to the development of methodologies, and tools for the Business Process community of practice and Operations Consulting skills network.
- Tool Utilization: Draws on best practice business performance diagnostic tools and process improvement tools.
6. Business Process Consultant Job Description
- Data Analysis: Conduct data analysis to establish client financial and operational opportunities
- Scenario Simulation Development: From the data analysis, develop various data-driven process result scenario simulations
- Organizational Research: Carry out research and data collection to understand the client’s organization
- Stakeholder Interviews: Interview the client's employees, management team and other stakeholders
- Focus Group Facilitation: Run focus groups and facilitate process mapping workshops
- Issue Identification: Identify business process issues and form hypotheses and solutions
- Process Mapping: Responsible for End-to-End process mapping
- Benchmark Research: Research benchmark data and operational metrics
- Presentation: Present findings and recommendations to clients
- Solution Implementation: Implement recommendations/solutions along with the client team
- Project Follow-Up: Follow up on client deliverables and key milestones to ensure timely project execution
7. Business Process Consultant Overview
- Data Strategy Development: Co-own with the data strategy lead the development of an enterprise-level data strategy assessment for WPTO.
- Stakeholder Engagement: Engage with WPTO stakeholders, including leadership and staff to develop an understanding of the current state and conduct gap analysis.
- Technical Tool Examination: Support the examination of technical tools and practices as well, including operational documentation, security practices, and computing infrastructure usage.
- Change Implementation Planning: Collaborate with clients to develop a change implementation plan by prioritizing steps by business impact, identifying dependencies, and estimating levels of effort.
- Change Plan Execution: Begin implementing a change plan targeted at identified areas of opportunity by holding workshops and training sessions.
- Standard Operating Procedures Creation: Create standard operating procedures, and designate data-related roles and responsibilities.
- Workflow Assessment Framework Setup: Set up a framework to assess all company processes, assess the existing workflows, identify shortcomings, and define improved workflows.
- Workflow Integration and Documentation: Integrate KPI and reporting requirements in new workflows, and document new processes to a level of detail that allows implementation.
- Integration Progress Tracking: Collaborate and track progress with various teams during the integration stage.
- Diverse Tool Utilization: Use a variety of tools to achieve successful outcomes (interviews, group workshops, shadowing).
8. Business Process Consultant Details and Accountabilities
- Process Management: Managing the day-to-day activities of the process, ensuring operating procedures are documented to support the activities
- Incident Monitoring: Monitoring and controlling the detection, recording, assignment, escalation, and resolution of incidents
- Incident Review: Reviewing incidents to check for quality and completeness
- Process Efficiency: Driving the efficiency and effectiveness of the incident management process
- Reporting Metrics: Reporting on Incident Management Process metrics and adherence to process and SLAs, OLAs, and UCs
- User Journey Design: Designing the User Journey Map and E2E Process Flows
- Stakeholder Workshops: Planning and executing co-creation workshops and/or interviews with stakeholders to produce the process and experience designs
- Strategy Application: Understanding digitization and customer experience strategies and applying them appropriately to optimize processes and user journeys
- Process Optimization: Identifying areas of inefficiency or user pain points and recommending business process optimization and/or CX interventions
- Documentation Production: Producing documentation at varying levels to describe the business processes
- Framework Contribution: Contributing to building the framework and catalog of business processes
9. Business Process Consultant Tasks
- Support Coordination: Support and coordinate activities with relevant NSO Domain Experts to ensure the adoption of configured processes and methodologies in enabling technologies.
- Compliance Implementation: Define and implement compliance requirements and monitor process compliance.
- Framework Adherence: Ensure NSOs are adhering to the set frameworks, processes, and methodologies configured in enabling technologies.
- Best Practice Sharing: Support RSHQ Domain Process Owners in collecting and sharing best practices via regular contact with NSOs.
- Business Improvement Consulting: Consult with internal and external parties on business improvement concepts to ensure continuous improvements of best practice processes and policies.
- Change Request Analysis: Conduct initial validation, analysis, and solution proposal of small change requests from NSO, ensuring they are well understood and quantified in line with business direction, return on investment, and change request budget constraints.
- Technology Utilization Guidance: Guide relevant user communities on how technology platforms can be utilized most effectively and productively.
- Competency Gap Identification: Identify gaps in organizational competencies and capabilities through analysis of the usage of processes, methodologies, and technologies.
- Process Design Maintenance: Create and maintain detailed process designs for the designated domains.
10. Business Process Consultant Roles
- Operational Reporting: Design, build, and maintain operational reports focused on KPIs and trend analysis.
- Operational Analytics: Perform analytics to identify the best operational processes based on current and historical data.
- Data Presentation: Present analyses and interpretations of operational and business processes to leadership.
- Report Development: Develop and interpret reports that lead to actionable approaches by multiple areas of the business.
- Innovation Development: Develop innovative ways to address operational processes and identify opportunities for improvements.
- Project Leadership: Lead operational improvement projects, collaborating with stakeholders across the business.
- Ad Hoc Research: Perform research and ad hoc analysis for management.
- Team Contribution: Contribute to team discussions by presenting ideas, sharing knowledge, and exploring opportunities to gain efficiencies.