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Business Process Consultant
Itom, Cmdb/Csdm
Posted on 7/6/2022
San Jose, CA, USA • Remote in USA
Experience Level
Desired Skills
  • At least five years of consulting experience for complex organizations
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) in an IT Service Delivery / Shared Services environment, while providing thought leadership to IT sponsors/stakeholders in solving business process and/or technical problems
  • A firm understanding of CMDB and CMDB relationships
  • An understanding of Incident/Problem/Change management and how configuration items can enhance those processes
  • Familiarity with Application portfolio and Service portfolio concepts
  • Proven experience in defining and deploying future-state IT processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology
  • Solid experience in 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 providing Knowledge-Centered Service / Support using technologies
  • Experience in analyzing and recommending IT strategies based on business priorities
  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
  • Proven team player and team builder
  • Be the process expert in how to best support IT by using ServiceNow CMDB products using ServiceNow best practices focused on configuration vs. customization
  • Driving IT 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 CMDB and CSDM Solution's standard capabilities in their efforts to improve their IT processes
  • Lead customer design workshops focused on ServiceNow CMDB and CSDM functionality and design
  • 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 40% travel annually, driven by customer needs and internal meetings

10,001+ employees

Digital workflows
Company Overview
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations.