Business Process Consultant
Level: Consultant Location: Remote USA Travel: Up to 15%
Degree of Independence
Fully owns tasks and projects with minimal oversight. May need to request input from others to support project goals.
Experience Requirements
• Professional Services Experience: 2+
• ServiceNow Experience: 2+
Job Summary
A mid-level ServiceNow Business Process Consultant responsible for supporting the design and testing of ServiceNow Employee Workflow Applications and their components.
Job Duties & Responsibilities
- Lead or support project initiation activities: pre-work questionnaires, workshop agendas
- Lead discovery and design workshops and serve as the liaison between the technical team members and customer throughout the project life-cycle
- Discern client business processes and employee service needs; engage client to demonstrate how ServiceNow HRSD will support these processes
- Drive HRSD process definition, re-engineering, improvement, and gap analysis of current/to-be processes. Identify solutions from a people, process, and technology perspective during workshops with key customer sponsors and stakeholders, generating the required outputs to the level required for the subsequent stages of the engagement
- Lead the design of processes and employee experiences that solve customer problems, are repeatable, accelerate value and employ process best practices and standards
- Deliver guidance and successful implementation of the processes in partnership with other members of the project team
- Influence and provide consultation (providing options with pros, cons, and risks) while also providing thought leadership to HRSD sponsors/stakeholders in solving business process problems
- Author and peer test user stories to support technical configuration
- Support the evaluation of the risks of proposed configuration and process design. Anticipate, mitigate, and resolve issues that arise throughout the project lifecycle related to the design of the solution
- Guide, design, and/or facilitate UAT activities identified in statement of work to support positive client outcomes
- Participates in internal projects, initiatives, or efforts to improve tools and process
- Develop and maintain design workbooks, process documentation, user stories, use cases and test scripts, process guides, and flow diagrams (as applicable and per SOW)
- Mentors Associate-level team members
- Educate clients on the ServiceNow Platform and their specific configuration through the delivery of standard and tailored training
Certifications
• ServiceNow CSA Certification
• ServiceNow CIS-HR Certification
• ServiceNow HRSD Professional-Plus Suite
Values in Action
- Proficient in workshop facilitation skills
- Proficient understanding and application of process design principles and best practices
- Ability to learn discipline-specific software, such as Lucid, Visio, or other comparable solutions
- Ability to produce quality work in a collaborative environment
- Ability to learn from written materials and demonstrations
- Ability to deliver design-related items that are complete, high quality, on time, and deliver valued outcomes
- Ability to identify and evaluate pros and cons of two or more design approaches and/or configuration approaches
- Ability to recommend design or configuration approaches based on discovery
- Basic understanding of Human Resources Processes