Senior Business Process Consultant

MUST BE A US CITIZEN

Public Trust Required 

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance.  As part of the Customer Outcomes team you will work with our customers to drive consumption adoption and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

The Sr. Business Process Consultant ITOM Workflow is the functional and process expert of a customer engagement team consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow ITAM Software Asset Management (SAM) and Hardware Asset Management (HAM) products all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

• Be the process expert in how to best support ITOM. by using ServiceNow SAM and HAM products using ServiceNow best practices focused on configuration vs. customization
• Driving SAM and HAM specific process definition re-engineering improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Lead customers in their efforts to take advantage of the ServiceNow SAM and HAM Solutions standard capabilities in their efforts to improve ITOM processes
• Lead customer design workshops focused on ServiceNow SAM and HAM functionality
• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral
• Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution
• Drafting more functionality-focused user stories their acceptance criteria testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guides and advocates for the customers needs throughout the engagement
• Support internal unit testing of developed solution during the development stage of the engagement in partnership with Technical Resources
• Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
• Prepare all customer-facing deliverables focused on process
• Juggle multiple and complex projects/initiatives
• Promoting continuous improvement practices for delivery/engagement materials
• Supporting specific sales activities when required
• Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
• Up to 50% travel annually driven by customer needs and internal meetings

Qualifications :

In order to be successful in this role we need someone who has:

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

• At least five years of consulting experience for complex global organizations
• Demonstrated ability to influence and consult (providing options with pros cons and risks) in an ITOM Service Delivery / Shared Services environment while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Proven experience in defining and deploying future-state ITOM processes and in identifying solutions from a people process and technology perspective with a focused prowess on implementation of technology
• Strong understanding with leading SAM and HAM engagements integrating with procurement and other asset management sources.
• Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio Word and PowerPoint)
• Experience in providing Knowledge-Centered Service / Support using technologies
• Experience in analyzing and recommending ITOM strategies based on business priorities
• Strong interpersonal skills customer-centric attitude ability to deal with cultural diversity
• Proven team player and team builder
• Must be a US Citizen
• Must Hold a Public Trust Clearance 

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 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 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. 

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