Business Process Consultant, ServiceNow ITAM Solutions

DXC Technology Inc.; Valley Park (MO); Hybrid; USD 80,000 - 130,000; Full time

Job summary

An established industry player is seeking a Business Process Consultant specializing in ServiceNow ITAM solutions. In this role, you will leverage your extensive consulting experience to guide clients through the complexities of IT Operations and Asset Management. You will lead design workshops, advocate for customer needs, and ensure successful implementation of ServiceNow's capabilities. Your expertise will be pivotal in driving process improvements and delivering substantial outcomes for clients. This position offers the opportunity to work with cutting-edge technology and make a significant impact in a collaborative environment. If you are passionate about enhancing business processes and thrive in a dynamic setting, this role is perfect for you.

Qualifications

• 8+ years consulting experience in IT Operations and Asset Management.
• ServiceNow certifications and ITIL Foundations required.
• Strong communication and customer-centric skills essential.

Responsibilities

• Lead customer workshops and define IT Operations processes.
• Support testing and documentation for ServiceNow solutions.
• Promote continuous improvement and provide training to teams.

Skills

Consulting Experience

Communication Skills

Customer-Centric Attitude

Agile Development

ITIL Foundations

Influencing and Consulting

Process Improvement

Education

ServiceNow Certified System Administrator

ServiceNow Solution-Specific Certifications

ITIL Foundations Certification

Tools

ServiceNow

SCOM

Dynatrace

SCCM

SolarWinds

Visio

Word

PowerPoint

Job description

Business Process Consultant, ServiceNow ITAM Solutions

Job Description:

What you get to do in this role:

• Be the process expert in how to best support IT Operations, Infrastructure, Asset Management departments by using ServiceNow’s ITOM and ITAM products using ServiceNow best practices focused on configuration vs. customization.
• Driving IT Operations and Asset-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.
• 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 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.
• 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.

Requirements:

• At least 8+ years of consulting experience for complex, global organizations in the IT Operations, Infrastructure, and/or Asset Management departments.
• ServiceNow certifications such as a current ServiceNow Certified System Administrator (CSA) certification and at least one relevant ServiceNow Solution-Specific Certified Implementation Specialist (CIS) designations (e.g., CIS – Discovery, CIS – Event Management, CIS – Hardware Asset Management, CIS – Software Asset Management).
• ITIL Foundations certification.
• Demonstrated ability to advise customers on the proper use of the Common Service Data Model (CSDM) and its implications across other ServiceNow products, to include ITOM, ITAM, and ITSM product suites.
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in an IT Operations, Infrastructure, and Asset Management organizations, while providing thought leadership to relevant sponsors/stakeholders 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 of the IT Infrastructure landscape (hardware [classes, makes and models], software [licensing model, classes, makes and models], network [OSI model, topography], delivery approaches and trends [on premise, SaaS, public and private cloud, edge computing, etc], common infrastructure design patterns).
• Strong understanding of IT Infrastructure and Asset Management related systems and tools (event monitoring tools such as SCOM and Dynatrace; end user compute and data center auto-discovery tools such as SCCM and SolarWinds, certificate management solutions).
• 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 analyzing and recommending IT Operations, Infrastructure, and/or Asset Management strategies based on business priorities.
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.