ServiceNow BPC-CSM (Closed)

ServiceNow Business process consultant will be responsible for working directly with clients in developing implementation strategy and overall design. The BPC will focus primarily on Customer Service Management processes and the best way to leverage the ServiceNow CSM  to fulfill the client’s needs and support the best practices.

Roles and Responsibilities

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Driving Customer Services specific process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders

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Assisting in development of project charter, project plans and enablement training of the client

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Understanding client business processes and work with the client to demonstrate how ServiceNow CSM will support these processes

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Provide guidance to the client and to ServiceNow technical resources in the implementation of the to/be processes. Advise on all things functional and operationally related to ServiceNow CSM  implementation projects

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Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks

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Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their CSM  processes

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Conduct Discovery workshops and serve as functional lead throughout the lifecycle of engagements

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Completing, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations, gap analysis reports

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Develop and maintain design workbooks, process documentation and ServiceNow Agile stories

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Juggle multiple and complex projects and initiatives

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 Promoting continuous process improvement practices

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Supporting specific sales activities when required

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Managing and communicating CSM  process and business requirements ensuring that the proposed solutions meet the customer's expectations

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 Providing training and mentoring to other members of the services team

Preferred Skills

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5 - 10 years of CSM process experience with progressively higher levels of responsibility. Ultimate candidate would be in a Generalist role with varied industry experience.

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Solid experience in requirements gathering, including experience in creating process documentation

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2+ years of ServiceNow CSM tool experience and adept with various OOB features, workflows and integrations

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Project based experience, preferably in CSM technology.

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Experience with CSM ticketing systems or centralized Service Center organizational structure.

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Proven experience in defining and deploying 'to be' Human Resources processes and in identifying solutions from a people, process and technology perspective

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Strong understanding and experience with leading CSM tools

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Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)

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Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to Human Resources sponsors/stakeholders in solving business process and/or technical problems

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Experience in analyzing and recommending strategies based on business priorities

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Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity

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Proven team player and team builder

Great to have

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ServiceNow certifications

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Experience with global/multilingual CSM projects

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Process specific Certifications

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