Senior Business Process Consultant, IT Asset Management Workflow Products Expert

Summary

Join ServiceNow's Customer Outcomes team as a Sr. Business Process Consultant, focusing on ITAM workflows. You will leverage your expertise in ServiceNow SAM and HAM products to guide customers in transitioning business requirements to configuration requirements. This role demands strong process definition, re-engineering, and improvement skills. You will lead workshops, support key customer stakeholders, and ensure successful implementation of ServiceNow's ITAM solutions. The position requires significant collaboration with customers and internal teams, including unit testing and user acceptance testing support. Up to 50% annual travel is expected.

Requirements

• At least five years of consulting experience for complex, global organizations
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in an ITAM Service Delivery / Shared Services environment, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Proven experience in defining and deploying future-state ITAM processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology
• Strong understanding with leading SAM and HAM engagements integrating with procurement and other asset management sources
• 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 ITAM 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 ITAM. by using ServiceNow SAM and HAM products using ServiceNow best practices focused on configuration vs. customization
• Driving SAM and HAM 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 SAM and HAM Solution’s standard capabilities in their efforts to improve ITAM processes
• Lead customer design workshops focused on ServiceNow SAM and HAM 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

Benefits

• Competitive compensation
• Generous benefits
• A professional atmosphere