ServiceNow BPC-ITSM (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 ITSM processes and the best way to leverage the ServiceNow ITSM App suite to fulfill the client’s needs and support ITSM best practices.

Roles and Responsibilities

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Driving Service Management 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 employee service needs and working with the client to demonstrate how ServiceNow ITSM 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 ITSM implementation projects

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Identifying areas of ITSM 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 ITSM 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 Human Resources 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

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 Up to 50% travel annually, driven by customer needs and internal meetings

Preferred Skills

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5 - 10 years of ITSM experience with progressively higher levels of responsibility. Ultimate candidate would be ITIL certified Service Management professional with varied industry experience.

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

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Project based experience, preferably in ITSM technology.

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Experience with IT ticketing systems

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Knowledge of the processes utilized in a Shared Services environment

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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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Proven team player and team builder

Great to have

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ServiceNow experience/certifications

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Experience with global/multilingual ITSM projects

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ITIL Certification

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