Sr. Business Process Consultant, IT Service Management Workflow (Federal)

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, (ITSM) IT Service Management Workflow is the functional and process expert of a customer engagement team – consulting with federal customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow SPM products – all with the goal of accelerating and driving customer business outcomes. As a ServiceNow ITSM Process Consultant, you will act as the process expert guiding federal customers in designing, implementing, and optimizing IT Service Management (ITSM) workflows using ServiceNow best practices. In this role, you will:Serve as the process expert for ITSM workflows, leveraging ServiceNow products with a focus on configuration over customization.Drive ITSM and CSDM process definition, re-engineering, improvement, and gap analysis during workshops with key sponsors and stakeholders.Lead customer design workshops focused on ServiceNow ITSM functionality and enterprise architecture solutions.Partner with customer process owners and SMEs to gather requirements using ServiceNow standard materials and collateral.Guide customers in completing documentation such as business requirement workbooks.Translate business needs into functional user stories with acceptance criteria, testing strategies, and knowledge transfer plans.Advocate for the customer’s needs throughout the engagement.Support internal solution testing with technical resources, and guide customer unit and user acceptance testing.Prepare customer-facing deliverables with a strong process focus.Act as a lead contributor within engagement project teams to deliver successful outcomes.Manage multiple, complex projects and initiatives simultaneously.Promote continuous improvement practices in delivery and engagement materials.Support sales activities when required.Mentor and train ServiceNow colleagues and partners upon request.Travel up to 50% annually, based on customer and internal needs.