Full-Time Principal Business Process Consultant

The Customer Outcomes team at ServiceNow works with customers to help them achieve business outcomes by providing prescriptive guidance. You will work with customers to drive consumption, adoption, and satisfaction, ultimately helping them grow their business on the ServiceNow platform.

Role: The Pr. Business Process Consultant, Customer and Industries Workflow is the functional and process expert of a customer engagement team. Consult with customers and guide them in transitioning business requirements to ServiceNow configuration requirements for Customer and Industries products.

Responsibilities:

• Process expertise in using ServiceNow products with best practices, focusing on configuration over customization.
• Process definition, re-engineering, improvement, and gap analysis during workshops with customer stakeholders.
• Lead customers in leveraging ServiceNow capabilities to improve processes.
• Lead customer design workshops.
• Support key customer process owners/SMEs to obtain business requirements.
• Guide customers in completing documentation, such as business requirements workbooks.
• Draft user stories, acceptance criteria, testing strategies, and knowledge transfer.
• Advocate for customer needs throughout engagement.
• Support internal unit testing of developed solutions.
• Drive customer unit and user acceptance testing requirements.
• Be a lead member of the engagement project team focused on successful customer outcomes.
• Prepare all customer-facing deliverables focusing on process.
• Collaborate with engagement manager to monitor scope creep and resolve critical path issues.
• Up to 50% annual travel.

Requirements:

• 8+ years of consulting experience with complex, global organizations.
• Proven ability to influence and consult customers in Customer Service, Field Service Delivery, or Shared Services, providing thought leadership to sponsors/stakeholders.
• Experience defining and deploying future-state Customer Service/Field Service processes.
• Strong understanding of leading Customer Service/Field Service systems (Salesforce, SAP, Oracle, Telephony).
• Experience converting business requirements to configuration requirements, authoring user stories.
• Ability to influence senior leaders and provide thought leadership.
• Experience creating implementation design artifacts, conducting solution presentations, and obtaining customer acceptance.
• Strong communication and presentation skills (proficient in Visio, Word, PowerPoint).
• Experience analyzing and recommending Customer Service/Field Service strategies.
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.
• ServiceNow Certified System Administrator, CSM Implementor, FSM Implementor certifications.

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