ServiceNow Business Process Consultant

Business Process Consultant

Milestone is a global, premier provider of IT services for organizations of all sizes. As a leader in helping clients to identify, implement and manage the IT solutions which make their businesses stronger, we offer a comprehensive portfolio of services encompassing various facets of IT Service Management, IT Operations, Cloud Computing, and Project Delivery. If you are a practiced professional with a passion for technology and teamwork, then join our team. This is a remote role that can be located anywhere in Mexico.

Job responsibilities:

• Facilitate workshops with senior management and SMEs of our clients to discover, document, analyze and optimize IT processes. Deliver demos to illustrate ServiceNow platform and application functionality.
• Partner with Technical Consultant and Solution Architect colleagues to translate requirements identified in workshops into ServiceNow user stories/requirements.
• Develop process design and process workflow diagrams to define and document client business processes.
• Groom user stories and manage refinement of user stories to support client review and approval.
• Participate or facilitate regular sprint planning, backlog grooming, and other key scrum ceremonies such as daily standups.
• Assist Engagement Manager in capturing risks, issues, decision, actions, and changes (RIDAC) in the form of scrum tasks throughout the project and assist driving those items to completion.
• Document outputs of workshops and client meetings in the form of meeting notes and meeting transcripts.
• Facilitate client discussions required to make process and solution decisions.
• Participate in baseline data gathering, data analysis, prioritization, and development of IT/ITSM improvement strategies and plans.
• Perform platform and business process assessments and generate roadmaps.
• Create clear and compelling written deliverables (or portions of deliverables as assigned), providing specific, tailored, and actionable advice and recommendations.
• Research and maintain awareness of current and emerging processes, policy, and technology solutions related to ServiceNow applications and platform areas.
• Develop user acceptance testing plans and oversee UA testing. Assist with the documentation of defects and enhancements resulting from UAT.
• Assist with release management activities.
• Assist with the development of Go Live Plans and participate in client Go Live activities.
• Develop organizational change management (OCM) and communication plans. Oversee the delivery of these plans.
• Develop client training materials and deliver training.

Required Experience:

• 5 - 10 years of relevant experience within a specific process area (ITSM, HRSD, ITAM (HAM/SAM), GRC/IRM or ITBM/SPM) with progressively higher levels of responsibility.
• 5 - 7 years of ServiceNow platform experience with one of the following ITSM, CSM, HRSD, ITAM (HAM/SAM), GRC/IRM, ITBM/SPM tool experience and adept with various OOB features, workflows, and integrations.
• Project based experience, preferably in one of the following ITSM, CSM, HRSD, ITAM (HAM/SAM), GRC/IRM or ITBM/SPM technology.
• Proven experience in defining and deploying 'to be' ITSM, CSM, HRSD, ITAM (HAM/SAM), GRC, or ITBM processes and in identifying solutions from a people, process, and technology perspective.
• Solid experience in requirements gathering, including experience in creating process documentation.
• Prior experience facilitating process design and requirements gathering workshops.
• Solid experience transforming business requirements into technical user stories and process diagrams.
• Experience operating within a project-based team and supporting multiple engagements.
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills.
• Proficiency with a process diagramming tool such as Visio, Miro or Lucidchart as well as Word and PowerPoint.
• Strong facilitation, collaboration, and communication skills.
• Proficiency in ServiceNow, ITIL, SaaS, PaaS.
• Superb recordkeeping, time management, and organizational skills.
• Advanced analytical and problem-solving skills.

Compensation

Estimated Pay Range: 1,136,554 - 1,363,865 MXN + bonus + benefits. Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success. Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.