Senior Business Process Consultant

 The TeamThe 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 RoleThe Sr. Business Process Consultant, ITOM 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 ITAM Software Asset Management (SAM) and Hardware Asset Management (HAM) 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 ITOM. by using ServiceNow SAM and HAM products using ServiceNow best practices focused on configuration vs. customizationDriving SAM and HAM specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholdersLead customers in their efforts to take advantage of the ServiceNow SAM and HAM Solution’s standard capabilities in their efforts to improve ITOM processesLead customer design workshops focused on ServiceNow SAM and HAM functionalityOwning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateralGuiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solutionDrafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving themGuides and advocates for the customer’s needs throughout the engagementSupport internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical ResourcesDrive customer unit and user-acceptance testing requirements throughout and at key stages of an engagementBe a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomesPrepare all customer-facing deliverables focused on processJuggle multiple and complex projects/initiativesPromoting continuous improvement practices for delivery/engagement materialsSupporting specific sales activities when requiredProviding training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon requestUp to 50% travel annually, driven by customer needs and internal meetings