Senior Business Process Consultant, Enterprise Architecture Workflow Products Expert

Summary

Join ServiceNow's Customer Outcomes team as a Sr. Business Process Consultant, contributing your expertise in Strategic Portfolio Management (SPM) workflows. You will guide customers in transitioning business requirements to ServiceNow SPM configuration, accelerating their business outcomes. This role demands deep process expertise, leveraging ServiceNow best practices to support Enterprise Architecture (EA) using ServiceNow EA products. You will lead workshops, define processes, and manage projects, ensuring customer success. The position requires significant experience in consulting, enterprise architecture, and implementing enterprise architecture tools. Up to 50% annual travel is expected.

Requirements

• At least five years of consulting experience for complex, global organizations
• More than seven years experience with Enterprise Architecture as implementor or at least in a support position for an Enterprise Architecture program
• Hands-on experience implementing enterprise architecture tools or platforms
• Familiarity with Enterprise Archietcure frameworks and concepts (TOGAF, IT4IT etc.)
• Familiarity with architectural modeling such as archimate, BPMN and other
• Familiarity with ways that EA can bring alignment of IT to Strategy
• Proven ability to lead customer-facing projects and manage complex technical solutions
• Problem-solving mindset with a strong focus on customer success and delivering value
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Experience in analyzing and recommending Enterprise Architecture strategies based on business priorities
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder

Responsibilities

• Be the process expert in how to best support (EA) Enterprise Architecture by using ServiceNow EA products using ServiceNow best practices focused on configuration vs. customization
• Driving EA and CDSM 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 SPM Solution’s standard capabilities in their efforts to improve their processes
• Lead customer design workshops focused on ServiceNow EA functionality
• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral
• Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution
• Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guides and advocates 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
• Promoting continuous improvement practices for delivery/engagement materials
• Supporting specific sales activities when required
• Providing 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

• Experience with cloud computing, digital transformation, and modern IT architectures is a plus
• Strong CSDM, ITOM and ITAM skills preferred
• Familiarity with ServiceNow’s SPM products a plus
• Understanding of Software development lifecycle and IT operation is a plus
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in an Enterprise Architect Service Delivery / Shared Services environment, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Solid experience in leading workshops and converting business requirements to configuration requirements by authoring user stories that support Agile Development
• Desired certifications include: ServiceNow Administrator
• TOGAF or similar architecture certification