Senior Business Process Consultant

As a Sr. Business Process Consultant you will be process expert in how to best support ITOM by using ServiceNow SAM and HAM products utilizing ServiceNow best practices focused on configuration vs. customization. You will be responsible for driving SAM and HAM specific process definition, re-engineering, improvement and gap analysis of current/future-state processes with key customer sponsors and stakeholders. You will lead customers in efforts to take advantage of the ServiceNow SAM and HAM Solution’s standard capabilities while improving ITOM processes. Leading customer design workshops focused on ServiceNow SAM and HAM functionality. Owning support of key customer process owners and Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral. You will guide customers in completing required documentation such as business requirement workbooks for functional aspects of the solution. Drafting functionality-focused user stories, 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. You will 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, support specific sales activities when required, and provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request. Up to 50% travel annually is expected, driven by customer needs and internal meetings.