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Our client, a growing ServiceNow services organization, is hiring a Director of Business Processes to join their New York team on a contract basis. The successful candidate will be responsible for overseeing and enhancing the Business Process Consulting function, driving consulting excellence, developing and mentoring high-performing teams, establishing best practices, and acting as a strategic advisor to senior client stakeholders and executives.
Responsibilities-
Lead, mentor and develop a high-performing team of Business Process Consultants, nurturing a culture of collaboration, accountability and continuous improvement.
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Define, implement and evolve consulting methodologies, standards, frameworks and best practices across the Business Process Consulting function.
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Act as a trusted advisor to senior client stakeholders, providing strategic guidance on business transformation and ServiceNow adoption.
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Provide leadership and governance across client engagements, ensuring successful delivery, value realization and high levels of customer satisfaction.
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Facilitate executive workshops, discovery sessions, roadmap planning activities and strategic stakeholder engagements.
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Ensure business requirements are effectively captured, prioritized and translated into scalable ServiceNow solutions that align with organizational objectives.
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Partner with Sales and Solution Consulting teams to support pre-sales activities, including solution shaping, proposals, customer presentations and opportunity development.
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Drive capability development, workforce planning, recruitment and career progression initiatives to support the growth of the consulting practice.
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Champion Agile delivery principles, ServiceNow best practices and organizational change management strategies across all engagements.
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Monitor delivery performance, customer feedback and operational metrics to drive continuous improvement and consulting excellence.
Skillset-
Bachelor's degree with a minimum of 8 years' experience delivering ServiceNow consulting engagements.
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Strong background in business process analysis, design and transformation.
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Previous experience leading, mentoring and managing Business Process Consultants or comparable consulting teams.
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ServiceNow Certified Implementation Specialist (CIS) certification(s) required.
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ITIL Foundation certification would be an advantage.
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Agile certifications, such as SAFe or equivalent methodologies, are highly desirable.
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Extensive knowledge of ServiceNow ITSM, complemented by experience in one or more additional areas such as SPM, ITOM, SAM/HAM, HRSD, CSM or related platform capabilities.
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Proven ability to facilitate complex client workshops and engage effectively with senior stakeholders and executive leadership teams.
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Background working within a consultancy, professional services environment or ServiceNow partner ecosystem.
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Our client, a leading ServiceNow Elite Partner, is hiring a German-speaking ServiceNow Business Analyst to join their newly established Centre of Excellence in Berlin. Leveraging your skills in HR Service Delivery (HRSD) and Customer Service Management (CSM), the successful candidate will lead requirements gathering, stakeholder engagement and solution design across complex ServiceNow transformation programmes.
Responsibilities- Analyse, prioritise and translate business requirements into scalable ServiceNow HRSD and CSM solutions.
- Lead workshops and advise stakeholders on best-practice customer and employee service processes.
- Design end-to-end ServiceNow solutions, considering integrations, governance and platform standards.
- Identify and deliver AI-enabled use cases including intelligent automation, virtual agents and self-service capabilities.
- Support project delivery from discovery through to go-live, managing key stakeholder relationships throughout.
- Contribute to practice growth through pre-sales activities, RFP/RFI responses, proposal development, client presentations and solution demonstrations.
- Help shape the new Centre of Excellence by mentoring colleagues, sharing knowledge and supporting capability development.
Skillset- Fluent German and English.
- Proven experience as a ServiceNow Business Analyst or Consultant with a strong focus on CSM and HRSD.
- Strong understanding of the ServiceNow platform, including workflows, integrations and solution architecture.
- Experience supporting sales and business development activities, including RFPs, bids, proposals, and client-facing presentations.
- ServiceNow certifications such as CSA, CIS CSM or CIS HRSD are highly desirable.
- Excellent communication, stakeholder management and workshop facilitation skills.
