Full-Time Sr. Business Process Consultant

What you get to do in this role: 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, ITAM 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.

1. Be the process expert in how to best support ITAM. by using ServiceNow SAM and HAM products using ServiceNow best practices focused on configuration vs. customization
2. 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
3. Lead customers in their efforts to take advantage of the ServiceNow SAM and HAM Solution’s standard capabilities in their efforts to improve ITAM processes
4. Lead customer design workshops focused on ServiceNow SAM and HAM functionality
5. Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral
6. Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution
7. Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
8. Guides and advocates for the customer’s needs throughout the engagement
9. Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources
10. Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement
11. Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
12. Prepare all customer-facing deliverables focused on process
13. Juggle multiple and complex projects/initiatives
14. Promoting continuous improvement practices for delivery/engagement materials
15. Supporting specific sales activities when required
16. Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
17. Up to 50% travel annually, driven by customer needs and internal meetings

To be successful in this role, you have:

• 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 ITAM 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 ITAM 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 ITAM strategies based on business priorities
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder

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