Principal Business Process Consultant

Summary

Join ServiceNow, a global leader in digital transformation, as a ServiceNow Business Process Consultant specializing in Disputes within the Financial Industry. You will design and implement innovative solutions, collaborating with stakeholders to optimize operations. Leveraging your Salesforce Service Cloud expertise, you'll gather requirements, improve processes, and manage change. This role requires strong consultative and stakeholder management skills, along with a deep understanding of the financial industry and ServiceNow platform. We offer competitive compensation, comprehensive benefits, and a flexible work environment. We encourage applications from diverse backgrounds.

Requirements

• Salesforce Service Cloud or Financial Services Cloud Expertise: Proven experience as a Business Architect, Solution Architect, or Consultant in Salesforce Service Cloud or Financial Services Cloud, with a strong understanding of service management and customer service processes
• Financial / Banking Industry Experience: Knowledge and track record of delivering transformative solutions in the Financial/Banking space with an understanding of industry trends, pain points and processes. Strong Understanding of the financial industry and specific knowledge, including system architecture, security, use cases, workflows, personas, industry standards, compliance and regulatory requirements (Ex. HIPPA, PHI, PII, KYC, AML, etc.) typically found in the ecosystem
• Consultative Mindset: Strong problem-solving skills with the ability to think strategically and drive complex projects from concept to completion
• Stakeholder Management: Excellent communication skills with the ability to engage and influence stakeholders at all levels
• Technical Acumen: Understanding of integration, data models, and process automation, with the ability to communicate technical concepts to non-technical audiences
• User Experience: Ability to deliver solutions that provide best in class user experience with a focus on ease of use, logical process flows, accessibility and productivity
• Analytical Skills: Experience in analyzing business processes, creating workflow diagrams, and documenting requirements in a clear and concise manner
• Certifications: Salesforce certifications (such as Service Cloud Consultant) required

Responsibilities

• Consult and Advise: Engage with senior business leaders to understand their goals and challenges, providing expert advice on how ServiceNow can optimize their operations
• Solution Design: Design end-to-end solutions using ServiceNow that align with business requirements, focusing on Financial Service Operations, Dispute Managment, and automation
• Requirements Gathering: Lead workshops to gather and document business requirements, translating them into functional specifications and user stories
• Process Improvement: Analyze current processes and workflows to identify areas for improvement and automation using the ServiceNow platform
• Cross-Functional Collaboration: Work closely with IT, operations, and business stakeholders to ensure that solutions are aligned with business needs and are implemented effectively
• Change Management: Support clients in navigating change by creating adoption strategies and training plans, ensuring seamless transitions to new processes
• Thought Leadership: Stay up-to-date with the latest ServiceNow capabilities, trends, and best practices, sharing knowledge with the team and clients

Preferred Qualifications

• ServiceNow Knowledge: Familiarity with ServiceNow, especially in Customer Service Management (CSM) or IT Service Management (ITSM), is a plus. Willingness to learn and become certified in ServiceNow if not already
• Certifications: ServiceNow certifications (like CSA or CIS-CSM) are highly preferred

Benefits

• Innovative Projects: Work on cutting-edge ServiceNow implementations that transform businesses
• Career Growth: Transition your Salesforce skills into the world of ServiceNow, with opportunities for training, certifications, and career advancement
• Collaborative Culture: Join a team of passionate experts who are committed to delivering value and excellence
• Competitive Compensation: Enjoy a competitive salary, comprehensive benefits, and a flexible work environment