Senior Business Process Consultant for ITSM

Job Description

Customer Outcomes – IT Workflow Senior Business Process Consultant for ITSM

Location(s): Germany

Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Team

Come join the Customer Outcomes IT Workflow team and work with a talented group of consultants building out next generation solutions for ServiceNow’s customers. This team is responsible for the implementation, advisory, best practices, innovation, and architecture for our customers and partners, focusing on IT solutions.

Role

ServiceNow is currently seeking an IT Workflow Business Process Consultant with a focus on IT Service Management to be responsible for the successful delivery of ServiceNow's solutions and services in a client consulting environment.

What you get to do in this role:

The IT Workflow Senior Business Process Consultant is a key member of the overall project team and expected to deliver thought leadership in challenging situations. You will lead all process change aspects of the project delivery and solution delivery and be responsible for maintaining a high degree of expertise in ServiceNow best practices and hold yourself to high standards when implementing.

Responsibilities will include:

• Lead business process definition, re-engineering, improvement, and gap analysis of current / to-beand desired processes during workshops with key customer sponsors and stakeholders.
• Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles, and / responsibilities.
• Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks.
• Become a trusted advisor status with the customer throughout the engagement.
• Promoting continuous process improvement practices through process metrics / KPIs, dashboards, and role accountabilities.
• Managing and communicating ITSM process and business requirements to the delivery team as a bridge to ensure that the proposed solutions meet customer expectations,
• Lead testing and customer acceptance activities,
• Drive the customer roadmap discussions and decisions,
• TProviding training and mentoring to other members of the services team.
• Collaborate and contribute to the creation, deployment, and maintenance of Best Leading Practices and Standards.
• Achieve IT Workflow Practice and individual KPI’s and Metrics as defined.
• 50% travel annually, driven by customer needs.

For all consulting roles with ServiceNow, all applicants require:

Consultancy Skills:

• Committed to customer satisfaction and ensures that actions contribute towards a positive client experience by delivering the required business outcomes.
• Active listener, respecting others' point of view and takes ownership of contributing the required input whilst demonstrating strong communication skills (written, interpersonal and presentational).
• Proven consulting experience in defining and deploying 'to be' best practice ITSM processes and in identifying solutions from a people, process, and technology perspective.
• Proficient in process management competences.
• Extensive experience driving large scale, complex global change initiatives, and programs to a successful implementation.
• Solid experience in requirements gathering, including experience in creating process documentation.
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word, and PowerPoint).
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors / and stakeholders in solving business process and/or technical problems.
• Solid background in IT operational support or consulting, with experience in ITSM / ITIL process analysis and improvement.
• Ability to work with cross functional remote (virtual) groups.
• Demonstrated interpersonal skills, customer centric attitude, ability to deal with cultural diversity.
• Proven team player and team builder.

Other Qualifications:

• Minimum of 5+ years’ experience with leading ITSM toolsets
• Minimum of 5+ years of global process management experience
• Minimum of 5+ years of Professional Services experience
• Degree or equivalent, preferably in Information Technology
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc) and working in a SaaS environment.
• Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other such technologies.
• ITIL Practitioner or Service Manager Certification preferred
• BPM training / certification preferred
• Must have native or fluent proficiency in both spoken and written English and operating country (German).

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.