Senior Business Process Consultant, IT Service Management Workflow

The role involves being a functional and process expert in IT Service Management workflows.

-Guiding customers in designing, implementing, and optimizing ITSM workflows using ServiceNow best practices.

-Translating business needs into functional user stories with acceptance criteria, and testing strategies.

-Supporting solution testing with technical resources, and guiding customer unit and user acceptance testing.

The consultant will drive ITSM process definition, re-engineering, improvement, and gap analysis.

-Leading customer design workshops focused on ServiceNow ITSM functionality and enterprise architecture solutions.

-Partnering with customer process owners and SMEs to gather requirements using ServiceNow standard materials.

-Preparing customer-facing deliverables with a strong process focus.

The consultant will manage multiple, complex projects and initiatives simultaneously.

-Promote continuous improvement practices in delivery and engagement materials.

-Mentor and train ServiceNow colleagues and partners upon request.