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The Senior Business Process Consultant will design and lead consultative interactions with customers. Connecting the solution with the impact on an organizations ability to operate with greater efficiency, effectiveness and less risk is imperative. With a diverse IT and/or Management Consulting background and knowledge of industry IT trends, the Senior Business Process Consultant builds and develops trusted relationships as an advisor with customers, partners, and internally across ServiceNow Solutions.
Key Areas of Responsibility
- Work closely with a customer to help understand their offerings, and how our solutions can help drive those initiatives
- Understand business objectives, projects and problem statements of our prospects and customer
- Lead business process definition, re-engineering, improvement and to-be processes during Examine Workshops with key customer sponsors and stakeholders
- Develop required documentation such as process design documents, workshop presentations, use cases, workshop agenda, roles/responsibilities
- Identify areas of process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks
- Document and present insights and recommended solutions to meet business objectives
- Define and document the impact the ServiceNow solution will have on an organizations ability to operate and transform their business
- Recommend metrics and KPI's to quantify the impact of the solution and drive continual service improvement
- Deliver a roadmap to accelerate the adoption and maturity of Enterprise Service Management
- Create and present proposals including the ServiceNow product and services
- Communicate the value of a Center of Excellence for the ServiceNow platform and how to manage platform demand from idea to implementation
- Provide thought leadership and collaborate with internal ServiceNow Solutions teams
- Remain engaged with customers post sales and ensure successful transition from sales to enablement
- Identify, lead and contribute to the creation of best practices, white papers, workshops, etc.
- Contribute to the continual improvement of Delivery and Advisory Services processes as well as the maturing of the different portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements
- Provide mentorship and guidance to other members of the team
- Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities
- Other duties and responsibilities as assigned
Education and/or Experience Qualifications
Bachelors degree in a Technical field or equivalent field
15+ years of experience in service management, service delivery, or related field such as IT, Human
Resources, Security Operations, and Customer Service Management
At least 2 years of experience with the ServiceNow platform, ideally as a platform owner, platform manager, or product owner.
ServiceNow Certified System Administrator (CSA) - current or within 6 months of hire
Required Qualifications
Extensive enterprise consulting experience, including implementation experience with one or more common enterprise software solutions filling positions of increasing responsibility and management of program teams
Additional experience in one of the following product lines: CSM, HR, ITBM, ITOM, Performance Analytics, SecOps, or Software Asset Mgmt.
Proven ability to communicate with all levels of the organization including technical levels, mid-level management, leadership, and executives
Demonstrated experience with leading teams and complex projects
Experience in leading and managing business transformation for mid to large sized organization with demonstrated leadership driving an organizational transformation in a matrixed organization
Ability to guide and coach leadership teams and executives with transformational efforts
Understanding and real-world application of a holistic view of maturity including: People, Process, and
Product/Technology
Familiarity with Organizational Change Management methodologies and approaches
Proven ability to analyze, design, and optimize business processes via technology and integration
Manage customer expectations; negotiate solutions to complex problems with both the customer and third-party partners
Deep experience and demonstrated ability to promote and lead positive change in the organization
Strong presentation skills. Able to effectively present and defend point of view to a variety of audiences
Ability to communicate abstract concepts clearly to executive level management
Strong organization and facilitation skills to drive the execution of customer programs and organization strategies
A deep understanding of the ServiceNow platform to be consultative and provide customers guidance and best practices in designing their solution.
Experience designing and implementing client facing solutions leveraging involving enterprise software
Is self-motivated / self-directed - capable of multi-tasking and accepting change both in tasks and schedule
Ability to handle and overcome objections in both a pre-sales and engagement delivery context
Intrinsically curious and passionate about researching current and emerging trends in IT and specific industries
Commitment to customer satisfaction and supports our brand promise and guarantee to always "make it right"
ITIL 2011 Foundation Certification required. ITIL Practitioner or Service Manager Certification preferred.
Experience with other frameworks such as IT4IT, DevOps an advantage.
Ability to travel 25% of the time
Preferred Qualifications
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CDW
March 21, 2023