Senior Business Process Consultant

Summary

Join ServiceNow's Expert Services Team as a Business Process Consultant (BPC) and leverage your expertise in HR, Legal, Workplace/Facility, and/or Finance/Supply Chain operations to guide clients in transitioning business requirements to ServiceNow configurations. You will act as a process expert, leading workshops, defining processes, and improving efficiency using ServiceNow's core business services products. Responsibilities include leading customer design workshops, owning support of key customer process owners, drafting user stories, guiding customers through documentation, and supporting unit testing. You will also prepare customer-facing deliverables, juggle multiple projects, and promote continuous improvement. The role involves up to 50% annual travel and requires strong communication, presentation, and facilitation skills. Mentoring other team members and supporting sales activities are also part of this position.

Requirements

• At least 8+ years of consulting experience for complex, global organizations in the HR, Legal, and/or Workplace/Facility & Finance/Supply Chain operations/technology departments (e.g., HRIS, Legal Operations, Space Management, Finance, Supply Chain, etc.)
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in HR, Legal, Workplace/Facility Service Delivery and/or Finance/Supply organizations, while providing thought leadership to HR, Legal, Workplace/Facility and/or Finance/Supply Chain sponsors/stakeholders in solving business process and/or technical problems
• Proven experience in defining and deploying future-state processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology
• Strong understanding with leading HR, Legal, Workplace/Facilities, and/or Finance/Supply Chain and related systems and tools such as Workday, Oracle / PeopleSoft, SAP / SuccessFactors, UltiPro, Infor, SAP ERP, etc
• Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Experience in providing Knowledge-Centered Service / Support using technologies
• Experience in analyzing and recommending HR, Legal, Workplace/Facility and/or Finance/Supply Chain strategies based on business priorities
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity

Responsibilities

• Be the process expert for HR, Legal, Workplace/Facility and/or Finance/Supply Chain departments using ServiceNow products and ServiceNow best practices focused on configuration vs. customization, to drive business outcomes
• Driving HR, Legal, Workplace/Facility and/or Finance/Supply Chain-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Lead customers in their efforts to take advantage of the ServiceNow Solution’s standard capabilities in their efforts to improve their processes
• Lead customer design workshops focused on ServiceNow Platform and Solution functionality
• Own support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral
• Guide customers in completing required documentation such as business requirement workbooks for functional aspects of the solution
• Draft persona-based and functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them. The BPC owns the lifecycle of all user stories workflow in engagements - from draft to completion
• Guide and advocate 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
• 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
• Promote continuous improvement practices for delivery/engagement materials
• Support specific sales activities when required
• Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
• Up to 50% travel annually, driven by customer needs and internal meetings

Preferred Qualifications

Preferably ServiceNow certifications such as a current ServiceNow Certified System Administrator (CSA) certification, and relevant ServiceNow Solution-Specific Certified Implementation Specialist/Accreditation designations (i.e., HR Suite Certification, Legal Service Delivery Accreditation, Workplace Service Delivery Accreditation, Certified Application Developer, and/or completion of ServiceNow Supplier Lifecycle Operations (SLP)/Sourcing & Procurement Operations (SPO)/Accounts Payable Operations (APO) Learning Paths)