Senior ServiceNow ITSM Process Consultant

SoftwareOne; Greater London; On-site; GBP 75,000 - 110,000; Full time

Job summary

SoftwareOne in London is seeking a Senior ServiceNow ITSM Business Process Consultant to design and deploy best-practice ITSM solutions that align with client strategy. You will lead current-state discovery, workshops, and analyses to redefine processes for greater efficiency.

You’ll act as SME for Incident, Problem, and Change, gather requirements, mentor a team of analysts, and collaborate with project managers on scope and estimates.

Qualifications

• Bachelor’s or Master’s degree in business, information systems, business administration, computer science or equivalent.
• 5+ years' experience in Data Analysis, Business Analysis, Business administration or finance
• 4+ years experience in ITSM process design, or product management consulting
• 2+ years working with the ServiceNow platform on current releases.
• Excellent verbal and written English communication skills with emphasis on customer service and workshop facilitation and presentations of varying content depending on the audience.
• Exceptional skills documenting process design, business requirements, user stories, process guides, and project collateral.
• Strong interpersonal skills with a strong customer centric mindset
• Experience leading/executing complex strategic and operational initiatives at large organizations.
• Experience partnering with and advising executives.
• Experience with troubleshooting problems, handling challenging situations, and conflict resolution.
• ITIL V3 or ITIL 4 Foundations Certification
• Certified Business Analysis Professional (CBAP) certification is an asset.
• ServiceNow CSA (Certified System Administrator) and CIS-ITSM Pro are an asset.

Responsibilities

• Lead current-state ITSM process discovery, re-engineering workshops, and analysis sessions.
• Drive process definition, re-engineering, improvement, and gap analysis of current/to-be processes with ITSM product owner(s) and stakeholders.
• Serve as subject matter expert for Incident, Problem, and Change process areas.
• Engage with cross-functional teams to design and implement ServiceNow processes.
• Lead requirements workshops including stakeholder interviews, gathering business needs, analysis of existing use cases.
• Analyze, document, and verify requirements for completeness, consistency, feasibility, and conformity to standards.
• Manage translation of business requirements and communication of functional requirements to development team.
• Collaborate with project manager on scope change responses, and provide input for RFP/SOW scoping and estimation.
• Lead team of functional analysts, providing day to day direction, mentorship, coaching and career direction.
• Promote continuous process improvement through metrics, dashboards and role accountability.

Skills

Executive stakeholder engagement

English communication

Mentorship

Requirements gathering

Problem solving

Cross-functional collaboration

Education

Bachelor’s or Master’s degree in business, information systems, business administration, computer science or equivalent

Tools

ServiceNow

ITSM

Job description

SoftwareOne in London is seeking a Senior ServiceNow ITSM Business Process Consultant to design and deploy best-practice ITSM solutions that align with client strategy. You will lead current-state discovery, workshops, and analyses to redefine processes for greater efficiency.

You’ll act as SME for Incident, Problem, and Change, gather requirements, mentor a team of analysts, and collaborate with project managers on scope and estimates.