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Business Process Consultants are trusted advisors to our client stakeholders; they are thought leaders with a broad and deep understanding of business process concepts in multiple specialized fields. You’ll be responsible for setting the stage for our engagements by effectively defining the needs of our customers for their ServiceNow implementations while simultaneously working alongside team members to further develop our next-generation Business Process Consulting and Organizational Change Management consultancy.
Job Responsibility:
Work directly with the Customer & Project Team to develop, coordinate, integrate and consistently implement best practices for customer business needs
Partner with project teams to deliver successful enterprise service management solutions to our customers
Lead functional discovery and functional process workshops / working sessions
Gathering business requirements and translate them into workable solution specifications
Document user stories/requirements based on customer processes/ServiceNow solution design per best practices
Defining industry and client specific business processes and identify opportunities for business process optimization
Advise on all things business process related to ServiceNow implementation projects
Develop functional process guides, workshop materials and techniques
Serve as the business process SME throughout the lifecycle of all engagements
Further your ServiceNow Expertise by developing knowledge on additional modules within the Suite
Contribute to a collaborative, supportive team culture, training and mentoring colleagues and team members
Requirements:
Overall career experience 7+
5+ years of Business Process consulting experience and/or practitioner experience in IT Operations Management and/or related fields
ServiceNow Experience : 3+ years
ServiceNow Certifications: Certified System Administrator AND one or more of the following Certified Implementation Specialist certifications – CIS-Discovery, CIS-Event Management, CIS-Service Mapping
Additional ServiceNow CIS credentials in related platform areas, including but not limited to: CIS-IT Service Management, CIS-Hardware Asset Management, CIS-Software Asset Management, CIS-Platform Analytics
Intermediate or advanced knowledge of ITIL and Agile framework
Domain experience in areas of specialty, through both practical experience and industry certifications, for example (not limited to): ITIL Foundations/Practice Manager, Open Group IT4IT, Cloud Computing certifications (AWS, Microsoft, Google), Infrastructure Computing certifications (VMWare, Cisco, Network+)
Demonstrable experience leading business process design workshops to elicit client requirements for ServiceNow implementations
Solid experience in translating stakeholder business needs to configuration requirements by authoring user stories that support Agile Development
Ability to create collateral in the forms of process workflows, client presentations, workshop approaches, delivery tools and aids, marketing and training materials
Proficiency with creating process diagrams/guides, creating use cases, delivering client training
Successful track record as an external consultant in a professional services company or as an internal governance or process lead for a global organization
Demonstrated ability to influence and consult (providing options with pros, cons and risks), while providing thought leadership to client sponsors/stakeholders in solving business process and/or technical problems
Exceptional meeting & facilitation skills
Excellent communication skills (both written and verbal) with strong presentation and facilitation skills
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
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