Full-Time Principal Business Process Consultant

About the Company: We focus on creating great workplaces for everyone. We value our people and aim to provide them with meaningful impact and growth opportunities.

About the Team: The Customer Outcomes team collaborates with clients to achieve business outcomes, guiding them towards maximizing value from their ServiceNow investments.

About the Role: The Principal Business Process Consultant is a functional and process expert within the customer engagement team. This role involves consulting with customers, transforming business requirements into ServiceNow configuration requirements (avoiding customization), and accelerating customer outcomes.

1. Process Expertise: Utilizing ServiceNow best practices and focused configuration.
2. Process Improvement: Defining, re-engineering, improving, and analyzing current/future-state processes during workshops with key stakeholders.
3. Driving Adoption: Leading customers in leveraging ServiceNow capabilities to enhance processes.
4. Workshop Leadership: Leading customer design workshops.
5. Requirement Gathering: Supporting key customer process owners/SMEs in defining business requirements.
6. Documentation: Guiding customers in creating necessary documentation (e.g., business requirement workbooks).
7. Agile Development Support: Creating user stories, acceptance criteria, testing strategies, and knowledge transfer.
8. Customer Advocacy: Guiding and advocating for customer needs throughout the engagement.
9. Technical Support: Supporting internal unit testing and driving customer unit/user-acceptance testing requirements.
10. Project Team Member: Being a key member of an engagement project team focused on successful customer outcomes.
11. Deliverables: Preparing all customer-facing deliverables focused on process.
12. Scope Management: Collaborating with the engagement manager to monitor scope creep and resolve critical technical issues.
13. Travel: Up to 50% annual travel depending on customer needs and internal meetings.

Required Qualifications:

• 8+ years of consulting experience for complex, global organizations.
• Proven ability to influence and consult with clients, providing options with pros, cons, and risks, while providing thought leadership to stakeholders.
• Experience defining and deploying future-state processes and identifying solutions.
• Strong understanding of Customer Service and Field Service systems (e.g., Salesforce, SAP, Oracle, telephony).
• Experience converting business requirements into ServiceNow configuration requirements.
• Ability to influence and consult senior leaders.
• Experience creating implementation design artifacts and obtaining customer acceptance.
• Strong communication, presentation, and facilitation skills.
• Proficiency in Visio, Word, and PowerPoint.
• Strong interpersonal skills, customer-centric approach, and cultural sensitivity.
• ServiceNow Certifications: ServiceNow Certified System Administrator, Customer Service Management (CSM) Implementor, Field Service Management (FSM) Implementor.

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