Company DescriptionIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.Job DescriptionMUST BE A US CITIZENPublic Trust RequiredThe 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. 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 ITOM 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
QualificationsIn order to be successful in this role, we need someone who has:Compensation is based on the geographic location in which the role is located and is subject to change based on work location.For positions in this location, we offer a base pay of $135300-$236,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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 ITOM 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 ITOM 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 ITOM strategies based on business priorities
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
