Servicenow Business process consultant

Servicenow Business Process Consultant

The CSM/CRM Business Process Consultant (BPC)/ Business Analyst (BA) will collaborate effectively with team members to achieve project goals and produce a variety of high-quality deliverables while contributing on engagements, utilizing methodology and tools to enhance project efficiency. In this role, the CRM/CSM BPC is the functional and process expert and focuses on developing implementation strategy and overall design for clients. Provide functional and practical process expertise for planning, designing, configuring, testing, implementing, documenting, and maintaining the ServiceNow platform to turn business requirements and technical challenges into technical solutions. Develop required documentation, such as a workshop agenda, presentations, gap analysis reports, process flow diagrams, and roles/responsibilities definitions. Ensure all process related deliverables to clients are complete, consistent, high quality, on time and deliver valued outcomes. Provide guidance to clients on tools, features, and processes available to them on the ServiceNow platform that could provide additional value. Identify areas of process improvement (efficiency and effectiveness) and recommend solutions that detail the pros, the cons, and the risks. Support pre-sales calls/events and marketing events as needed. Provide guidance and mentorship to Jade teammates with complex projects to drive business strategy. Plays a crucial role in bridging the gap between the IT Service Management (ITSM) and Customer Service Management (CSM / CRM) user team(s), the ServiceNow technical development/implementation (ITSM) team, and other stakeholders. Define & refine client-specific CSM business process solutions while identifying opportunities for improvement. Provides practical training and step-by-step how-to instruction aimed at enhancing knowledge and increasing adoption of standard hardware and software asset processes through the continued use of ServiceNow ITSM, CSM, and other modules and related functions through the performance of items like: formal functional overviews, user manual and documentation creation, field/function/data inter-dependency identification and mapping, UAT test guidance, Platform Upgrade test guidance, etc. Provides industry standard best-practice recommendations governed by an out-of-the-box objective to assist our client in working towards and achieving their process maturity goals. Ability to architect, develop, and convert customer's legacy solutions into ServiceNow is a plus. Assists in incident analysis, enhancement requirements analysis/demand creation, test case creation and execution, and basic report creation. A passion for advising and guiding customers on how to get the most out of the product and for learning the latest product features. Excellent problem solving, analytical, and decision-making skills. Excellent communication skills with the ability to present effectively to both internal and external stakeholders. Demonstrated ability to influence, both credibly and effectively, with all levels within the organization. Demonstrated consulting aptitude (understanding of business drivers behind technology, problem solver, attention to detail, resourcefulness, etc.). Facilitation skills in leading and planning meetings, reviews, workshops, and retrospectives. Proven ability to lead multiple complex projects at a time, paying close attention to the details. Strong Ability to tie technology back to solving a business needs and desired outcomes. Proficient in MS Office and CRM/project management software. Ability to travel up to 15% annually, driven by customer needs and internal meetings.

Skills Required:

• 10+ years of experience
• 5+ years of ServiceNow process, architecture, design, implementation, and technical experience in complex environments.
• Strong understanding of IT service management processes, best practices, and common approaches
• Strong understanding of a Configuration Management Database (CMDB) and its relationships to IT service management processes.