ServiceNow Business Process Consultant

Added: 3/22/2022

REF: 17439

Contract: Permanent

Location: Massachusetts, United States

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

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