The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance.  As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

The Sr. Business Process Consultant, (SPM) Strategic Portfolio Management Workflow is the functional and process expert of a customer engagement team – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow SPM products – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

• Be the process expert in how to best support (EA) Enterprise Architecture by using ServiceNow EA products using ServiceNow best practices focused on configuration vs. customization
• Driving EA and CDSM specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Lead customers in their efforts to take advantage of the ServiceNow SPM Solution’s standard capabilities in their efforts to improve their processes
• Lead customer design workshops focused on ServiceNow EA functionality
• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral
• Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution
• Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guides and advocates for the customer’s needs throughout the engagement
• Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources
• Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
• Prepare all customer-facing deliverables focused on process
• Juggle multiple and complex projects/initiatives
• Promoting continuous improvement practices for delivery/engagement materials
• Supporting specific sales activities when required
• Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
• Up to 50% travel annually, driven by customer needs and internal meetings

• 5+ years of consulting experience for complex, global organizations
• 7+ years of experience with Enterprise Architecture as an implementor is highly preferred (or at least in a support position for an Enterprise Architecture program).
• Hands-on experience implementing enterprise architecture tools or platforms.
• Familiarity with Enterprise Architecture frameworks and concepts (TOGAF, IT4IT, etc.).
• Familiarity with architectural modeling such as ArchiMate, BPMN, and others.
• Familiarity with ways that Enterprise Architecture can bring alignment of IT to Strategy
• Strong CSDM, ITOM, and ITAM skills preferred 
• Desired certifications include:
  • ServiceNow Administrator
  • TOGAF or similar architecture certification
• Proven ability to lead customer-facing projects and manage complex technical solutions.
• Problem-solving mindset with a strong focus on customer success and delivering value.
• Experience with cloud computing, digital transformation, and modern IT architectures is a plus.
• Familiarity with ServiceNow’s SPM products is a plus.
• Understanding of Software development lifecycle and IT operation is a plus.
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in an Enterprise Architect  Service Delivery / Shared Services environment, while providing thought leadership to sponsors/stakeholders in solving business processes and/or technical problems
• Solid experience in leading workshops and converting business requirements to configuration requirements by authoring user stories that support Agile Development
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Experience in analyzing and recommending Enterprise Architecture strategies based on business priorities
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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