Senior ServiceNow Business Process Consultant

Role Overview

• Be a functional subject matter expert on the delivery of the ServiceNow platform and applications implementation consulting engagements.
• Be a lead member of the overall implementation project team, collaborating with Engagement Manager and Technical Lead to ensure engagement success.
• Drive process definition, improvement, reengineering, 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, outputs, including user stories, to the level required for configuration, development and testing stages of the engagement.
• Provide guidance 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 recommended solutions that detail requirements, ensuring the proposed solutions meet needs expectations, balancing requirements and process best practice.
• Identify, manage and communicate client business process and requirements, ensuring that proposed solutions meet needs expectations balancing client needs and process best practices.
• 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, and timely, and deliver valued 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.

Requirements

• Must be a US Citizen residing in the US
• 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.
• Must be able to serve multiple clients at the same time.
• Experience in leading sprint planning meetings.
• Proven Expertise and experience with ServiceNow platform across multiple applications including ITSM, SPM and at lease two of the following: CSM, ITAM, ITOM, HRSD or SecOps.
• Experience with creating test scripts and coordinating UAT activities (if needed).
• ITIL knowledge with the ability to relate concepts to implementation strategies required.
• Consultative skills for software service delivery to lead clients to improve their processes and organizational models.
• Strong communication skills (both written and verbal).
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key functional and technical decisions during project delivery.
• Knowledge of and experience in Agile methodology, including creation of user stories.
• Knowledge of and experience in industry business and systems analysis techniques including Business Process Modeling (BPM), Use Case Modeling, Functional and Non-functional Requirements Analysis, or Gap Analysis.
• Proficiency in applying Performance Analytics for process metrics and data-driven recommendations.
• Strong interpersonal skills, client-centric attitude, and ability to deal with cultural diversity.
• Foundational knowledge with CMDB structure, data modeling , and integration capabilities (e.g.,Integration Hub) to ensure designed processes are scalable and sustainable.

Tech Stack

• ITSM
• ServiceNow

Benefits

• Remote FTE work/life balance & a collaborative work environment
• Healthcare Benefits
• 401K plan