Principal Business Process Consultant ServiceNow Product CSA CSM FSM

The Company

Work matters. Its where we spend a third of our lives. And the workplace of the future is going to be a great place. Were dedicated to bringing that to life for people everywhere. Thats why we put people at the heart of everything we do.

People matter. Our people have a passion for learning building and innovating. Whether youre an engineer a sales professional a finance professional or anything inbetween our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team you will work with our customers to drive consumption adoption and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

The Pr. Business Process Consultant Customer and Industries Workflow is the functional and process expert of a customer engagement team consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow Customer and Industries products all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

Be the process expert in how to best support by using ServiceNow products using ServiceNow best practices focused on configuration vs. customization

Process definition reengineering improvement and gap analysis of current/futurestate processes during workshops with key customer sponsors and stakeholders

Lead customers in their efforts to take advantage of the ServiceNow capabilities in their efforts to improve their processes

Lead customer design workshops

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 functionalityfocused user stories their acceptance criteria testing strategy and knowledge transfer while supporting customers in reviewing and approving them

Guides and advocates for the customers 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 useracceptance 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 customerfacing deliverables focused on process

Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.

Up to 50% travel annually driven by customer needs and internal meetings

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Qualifications :

In order to be successful in this role we need someone who has:

At least 8 years of consulting experience for complex global organizations

Demonstrated ability to influence and consult (providing options with pros cons and risks) in a Customer Service and/or Field 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 futurestate Customer Service and/or Field Service processes and in identifying solutions from a people process and technology perspective with a focused prowess on implementation of technology

Strong understanding with leading Customer Service and/or Field Service and related systems and tools such as Salesforce SAP Oracle Telephony etc

Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development

Demonstrated ability to influence and consult senior leaders (identification of needs providing options with pros cons and risks) in a large organization while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.

Experience creating implementation design artifacts conducting solution presentations and obtaining customer acceptance of solution design.

Strong capabilities in forging trust engaging a remote or inperson audience bringing project/program management and leadership expertise.

Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes workflows and diagrams.

A passion to continually study new technologies and functionality as well as be involved in projects that push the capabilities of existing technologies.

Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio Word and PowerPoint)

Experience in analyzing and recommending Customer Service and/or Field Service strategies based on business priorities

Strong interpersonal skills customercentric attitude ability to deal with cultural diversity

Proven team player and team builder

Certification Requirements:

o ServiceNow Certified System Administrator

o Customer Service Management (CSM) Implementor

o Field Service Management (FSM) Implementor

We provide competitive compensation generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact  for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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