Sr. Business Process Consultant, ServiceNow HR and Workplace Service Delivery Solutions

Company Description
It 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 Description
A Business Process Consultant (BPC) for ServiceNow is a functional and process expert in the ServiceNow Expert Services Team on customer engagement teams - consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements for a selection of the ServiceNow Core Business Services Products (which includes HR Service Delivery (HRSD) , Workplace/Facilty Service Delivery (WSD) , Employee Service Management Solutions , and Legal Service Delivery (LSD) ) - all with the goal of accelerating and driving customer business outcomes.
What you get to do in this role:

• Be the process expert for HR, Workplace/Facility and/or Legal departments using ServiceNow products and ServiceNow best practices focused on configuration vs. customization, to drive business outcomes

• Driving HR, Workplace/Facility and/or Legal-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 Solution's standard capabilities in their efforts to improve their processes

• Lead customer design workshops focused on ServiceNow Platform and Solution functionality

• Own support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral

• Guide customers in completing required documentation such as business requirement workbooks for functional aspects of the solution

• Draft persona-based and functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them. The BPC owns the lifecycle of all user stories workflow in engagements - from draft to completion.

• Guide and advocate 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

• Promote continuous improvement practices for delivery/engagement materials

• Support specific sales activities when required

• Provide 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
• (US Citizenship Required)

Qualifications

• Must be a U.S. Citizen, with ability to obtain and maintain a U.S. Public Trust security clearance.

• At least 8+ years of consulting experience for complex, global organizations in the HR, Workplace/Facility & Legal operations/technology departments (e.g., HRIS, Legal Operations, Space Management, etc.)

• Preferably holds ServiceNow certifications such as a current ServiceNow Certified System Administrator (CSA) certification, HR Professional Suite Certification, Workplace Service Delivery Accreditation, Legal Service Delivery Acceditation, Certified Application Developer certification as well).

• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in HR, Workplace/Facility Service Delivery and/or Legal organizations, while providing thought leadership in solving business process and/or technical problems

• Proven experience in defining and deploying future-state processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology

• Strong understanding with leading HR, IWMS (Integrated Workplace Management System), and/or Legal and related systems and tools such as Workday, Oracle / PeopleSoft, SAP SuccessFactors, UltiPro, Infor, IBM Maximo/TRIRIGA, Nuvolo, etc.

• 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 HR, Workplace/Facility and/or Legal strategies based on business priorities

• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity

• Proven team player and team builder

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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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 [email protected] 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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