Business Process Consultant

Summary

Join Crossfuze as a Business Process Consultant and deliver industry best practice guidance to clients, focusing on ITSM (IT Service Management) implementation. Lead process change aspects of project delivery, maintaining a trusted advisor role. Work with clients to manage business change, advising on process improvements and solution adoption. Collaborate with technical leads and ensure process recommendations align with business value. Build client relationships and stay current on ServiceNow best practices. Contribute to Crossfuze knowledge management and ITSM practice initiatives. This role requires strong interpersonal skills, a customer-focused approach, and the ability to work with cross-functional teams. The position is located in the United States.

Requirements

• 5+ years of consulting experience in ITSM-related process and platform implementation engagements with additional experience in SPM is beneficial
• 5+ years’ experience in process definition, mapping, and advising towards best practice and continuous improvement
• 5+ years’ experience developing requirements documentation, project artifacts, and process documents
• ITIL v3 or v4 Managing Professional or Strategic Leader Certification
• 3+ years’ experience with the ServiceNow platform
• ServiceNow CSA (Certified System Administrator) and ITSM Fundamentals Certifications
• Demonstrate excellent communication skills both verbal and written as well as active listening skills
• Demonstrate strong presentation and facilitation skills
• Advanced MS Office skills (Word, Excel, Visio, and PowerPoint)
• Extensive experience in process management competencies
• Recognize and communicate the value of driving organizational change through adoption
• Proven ability to work independently and as a team member
• Strong experience in requirements gathering, story writing, test plan development, training development, training delivery, and working on projects using agile methodologies and best practices
• Desire to add value to the client above and beyond the role
• Proven experience identifying solutions that align to ITIL best practices including defining and deploying "future state" ITSM Process for clients aligned to the ServiceNow platform
• Demonstrated ability in consulting engagements providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems by focusing on providing options that identify the pros and cons of those options and the risks and impacts of each option

Responsibilities

• Represent all Crossfuze delivery capabilities to deliver and grow a book of business for Enterprise clients
• Lead planning/discovery and process workshops and working sessions
• Drive awareness of industry trends to bring the best solutions to the table
• Define client-specific ITSM business process solutions while identifying opportunities for improvement
• Collaborate and partner with Technical Leads to translate and apply ServiceNow best practices to the client’s environment
• Ensure process recommendations are prioritized against business value outcomes and meet success criteria
• Build and manage relationships with client buyers and decision-makers
• Work closely with clients to determine strategies for increased solution adoption and organizational readiness
• Stay current on the ServiceNow product roadmap and best practices
• Grow your ServiceNow expertise through continuous improvement and contribute to Crossfuze knowledge management initiatives
• Engage in ITSM practice/practice ranger meetings and contribute to service offerings, collateral development, and ITSM enablement

Benefits

• Flexible remote work options
• Additional PTO day for mental health
• Competitive paid time off
• Half-day Fridays
• Paid maternity and paternity leave for biological birth and adoption
• Newborn, adoption and fertility assistance
• Competitive training & development programs
• Healthcare Plan
• 401(k) with employer match
• 10 days toward bereavement leave
• Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice