ServiceNow Business Process Consultant

Our East-Coast, Premier ServiceNow client is currently seeking a Business Process Consultant for upcoming ITSM and ITOM projects. This is a full-time, remote position with a real tight knit group that are looking to welcome a professional with a fantastic knack for understanding client business process.

Roles and Responsibilities

• Driving ITSM and ITOM specific process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders
• Assisting in development of project charter, project plans and enablement training of the client
• Understanding client business processes and employee service needs and working with the client to demonstrate how ServiceNow ITSM/ITOM will support these processes
• Provide guidance to the client and to ServiceNow technical resources in the implementation of the to/be processes. Advise on all things functional and operationally related to ServiceNow ITSM/ITOM implementation projects
• Identifying areas of IITSM/ITOM process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
• Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their ITSM/ITOM processes
• Conduct Discovery workshops and serve as functional lead throughout the lifecycle of engagements
• Completing, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations, gap analysis reports
• Develop and maintain design workbooks, process documentation and ServiceNow Agile stories
• Juggle multiple and complex projects and initiatives
• Promoting continuous process improvement practices
• Managing and communicating ITSM/ITOM process and business requirements ensuring that the proposed solutions meet the customer's expectations
• Providing training and mentoring to other members of the services team

Preferred Skills

• 5 - 10 years of relevant ITSM/ITOM experience with progressively higher levels of responsibility. Ultimate candidate would be in a Generalist role with varied industry experience.
• 2+ years of ServiceNow ITSM/ITOM tool experience and adept with various OOB features, workflows and integrations
• Project based experience, preferably in ITSM/ITOM technology.
• Proven experience in defining and deploying 'to be' ITSM/ITOM processes and in identifying solutions from a people, process and technology perspective
• Solid experience in requirements gathering, including experience in creating process documentation
• Knowledge of the processes utilized in a Shared Services environment
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to ITSM/ITOM sponsors/stakeholders in solving business process and/or technical problems
• Experience in analyzing and recommending ITSM/ITOM strategies based on business priorities
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Proven team player and team builder