Facilitate executive level workshops, translating business requirements into prioritized outcomes
Conduct workshops and lead multiple implementations from a customer strategy standpoint
Lead customers in process definition and mapping
Define customer needs, determine strategies, develop plans/proposals and make recommendations around customer’s internal processes and functions for improved efficiency and effectiveness
Collaborate with Solution and/or Technical Architects to develop the overall project implementation plan
Oversee the development of Senior Business Analysts
Collaborate with other Delivery teams on Special projects or Assignments (such as the Centers of Innovation and Industrialization).
Facilitate sessions on requirements definition, product architecture and workflow, develop mapping between current modes of operations and future modes of operation
Collaborate with the Practice Capability Lead to help develop and improve capability offerings
Support PMs by assisting in the planning and management of implementation projects
Develop and maintain delivery standards for ServiceNow solutions and the enabling technology

Minimum of five (5) years of experience as a client-facing technical consultant customizing and deploying packaged software as a billable resource
Experience and well versed in FSM programs and demonstrating value to an organization; In-depth functional expertise and leadership for our clients on the ServiceNow CSM suite of products.
Strong knowledge of business process architecture principles for cloud-based platforms
Strong interpersonal, organization, facilitation, and presentation skills
Strong written and verbal communication skills with ability to communicate with all levels in the organization including executives
Ability to assess and mitigate risk
Effective facilitation, coaching and mentoring skills with ability to motivate a team
Strong problem-solving skills: ability to simplify complex situations
Comfortable working in a matrixed organization
Strong relationship management skills with all levels
Ability to lead a group of teams located across multiple time zones
Comfortable working with ambiguity and change
BSC in CS, IT or similar technical discipline or equivalent experience
Experience facilitating executive level workshops

ServiceNow Business Process Architect – FSM

Key skills