We're Hiring | Business Process Consultant (All LEVELS including Principle Consultants) Service-now.com

We're Hiring | Business Process Consultant (All LEVELS including Principle Consultants)

This role is responsible for successful delivery of ServiceNow solutions and services, in a client consulting environment, and is an experienced consultant in the areas of ITSM and/or ITIL. Typical tasks include being the ITIL business process expert during a client engagement, conducting gap analyses to customer processes, and developing the business requirements specifications against which configuration activities can commence. (Multiple Locations).

Responsibilities

• Driving process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders.
• Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities, etc.
• Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks.
• Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities.
• Managing and communicating ITSM process and business requirements to the implementation team as a bridge to ensure the proposed solutions meet the customer's expectations.
• Providing training and mentoring to other members of the services team.

Experience Required

• Proven experience in defining and deploying "to be" best practice ITSM processes and in identifying solutions from a people, process and technology perspective.
• Strong understanding and experience (3+ years) with leading ITSM toolset(s) such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB and Remedy ARS.
• Solid experience in requirements gathering including experience in creating process documentation.
• 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 sponsors/stakeholders in solving business process and/or technical problems.
• Strong interpersonal skills; customer-centric attitude; ability to deal with cultural diversity.
• Proven team player and team builder.

Education and/or Certifications

• Bachelor's degree, preferably in Information Technology, and at least 5 years of experience in IT operational support or consulting with at least 2 years in ITSM/ITIL process analysis and improvement.
• ITIL V2 or V3 Foundations Certification â€" required.
• ITIL Practitioner or Service Manager Certification - preferred.
• BPM training/certification â€" preferred

Travel

• Up to 50% travel annually.

Work Environment

We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. The foundation of ServiceNow's success is not only its technology, but its people. Bright, energetic, team players with the confidence and desire to put their innovative ideas into action. Helping our employees to attain their professional and personal goals is a high priority which we achieve through providing an environment that gives employees the opportunities and resources they need to thrive.

ServiceNow offers

• Competitive packages
• Great opportunities for progression.
• Rewards based on achievement.
• Excellent support and infrastructure.
• Dynamic team working.