The ServiceNow ITSM Business Process Consultant is a senior key member of the ServiceNow delivery team. They are responsible for designing and deploying best-practices process solutions that help achieve our client’s strategic goals. You will lead current-state ITSM process discovery, re-engineering workshops, and analysis sessions to identify and develop solutions that impact the organization’s ability to operate with greater efficiency and effectiveness.

How will you make an impact?

• 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.
• Liaise with ITSM Process Owners to educate them on functional capabilities, how to drive operational excellence, and value realization of the ServiceNow platform.
• Drive process definition, re-engineering, improvement, and gap analysis of current/to-be processes with ITSM product owner(s), process owners, and other key stakeholders.
• Serve as subject matter expert for Incident, Problem, and Change process areas.
• Engages with cross-functional teams to design and implement ServiceNow processes.
• Lead requirements workshops including stakeholder interviews, gathering business needs, analysis of existing use cases.
• Analyze, document, and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
• Manage translation of business requirements and communication of functional requirements to development team, ensuring best practices and processes are followed.
• Collaborate with project manager to develop responses to stakeholder requests for scope change, exceptions, and contingency requests. Provide input for scoping and estimation activities related to RFPs and SOWs
• Lead team of functional analysts, providing day to day direction, mentorship, coaching and career direction.
• Promote continuous process improvement practices through process best practices, metrics/KPIs, dashboards and role accountabilities.