Full-Time Sr. Business Process Consultant - ITAM

The Customer Outcomes team at ServiceNow helps customers achieve their business outcomes through prescriptive guidance. You'll work with customers to increase consumption, adoption, and satisfaction, ultimately helping them grow their business using the ServiceNow platform.

The Sr. Business Process Consultant is a functional and process expert, consulting with customers and guiding them in transitioning business requirements to ServiceNow ITAM Software Asset Management (SAM) and Hardware Asset Management (HAM) product configurations, accelerating customer business outcomes.

1. Be the process expert in supporting ITAM using ServiceNow SAM/HAM best practices.
2. Drive SAM/HAM process definition, re-engineering, improvement, and gap analysis through workshops.
3. Guide customers in leveraging ServiceNow SAM/HAM standard capabilities to improve ITAM processes.
4. Lead customer design workshops focused on ServiceNow SAM and HAM functionality.
5. Obtain business requirements from key customer process owners/Subject Matter Experts (SMEs).
6. Guide customers in completing documentation, such as business requirement workbooks.
7. Draft user stories, acceptance criteria, testing strategies, and knowledge transfer materials.
8. Advocate for customer needs throughout the engagement.
9. Support internal unit testing and drive customer unit and user acceptance testing.
10. Be a lead member of the engagement project team.
11. Prepare customer-facing deliverables focused on process.
12. Manage multiple, complex projects/initiatives.
13. Promote continuous improvement practices.
14. Support sales activities as needed.
15. Provide training and mentoring to other team members.
16. Up to 50% travel is required.

To succeed:

• At least five years of consulting experience with complex, global organizations.
• Proven ability to influence and consult in an ITAM Service Delivery environment.
• Experience defining and deploying future-state ITAM processes and identifying people, process, and technology solutions.
• Strong understanding of SAM/HAM engagements with procurement and asset management.
• Experience converting business requirements to configuration requirements (authoring user stories).
• Excellent communication, presentation, and facilitation skills (proficient in Visio, Word, PowerPoint).
• Knowledge of Knowledge-Centered Service/Support technologies.
• Experience analyzing and recommending ITAM strategies based on business priorities.
• Strong interpersonal skills, customer-centric attitude, and ability to deal with cultural diversity.
• Proven team player and team builder.

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