ServiceNow Business Process Consultant

Beyond20; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Beyond20 is seeking a Business Process Consultant to join our growing practice. The successful candidate will drive ServiceNow platform adoption, enhance ITSM/ITIL processes, and help customers grow their business with independent judgement and delivery focus.

You will lead customer design workshops, craft client-specific workshop presentations, and guide requirements from concept to user stories and testing strategy. Collaboration with delivery teams and mentoring others are key to success.

Qualifications

• 4+ years of ServiceNow ITSM/ITIL experience.
• Experience in consulting within global organizations and influencing ITIL/ITSM teams.
• Ability to define future-state ITSM processes across people, process, and technology.
• Excellent communication and presentation skills.
• Experience analyzing ITSM strategies based on business priorities.
• Strong interpersonal and customer-focused collaboration in diverse teams.
• Familiarity with ServiceNow customizations beyond out-of-box.
• Strong technical writing and documentation skills.

Responsibilities

• Lead and collaborate with customers to adopt ServiceNow to improve ITSM/ITIL processes
• Be a key member of engagement team focused on delivering outcomes
• Lead customer design workshops and map best practices to ServiceNow
• Create client-specific workshop presentations
• Guide customers in defining and refining business requirements for the solution
• Draft user stories, acceptance criteria, testing strategy, and knowledge transfer
• Coordinate ITSM requirements with delivery team to ensure solutions meet expectations
• Assist with Organizational Change Management plans
• Contribute to continuous improvement of leading practices
• Grow and mentor other ServiceNow and partner ecosystem members

Skills

ServiceNow ITSM

ITIL/ITSM consulting

Workshop facilitation

Stakeholder management

Communication skills

Process design

Technical writing

Requirements gathering

Cross-functional collaboration

Education

Bachelor’s degree in Systems Engineering / CS / IS

Job description

Beyond20 is seeking a Business Process Consultant to join our growing practice. The successful candidate will have extensive experience driving platform adoption and customer satisfaction and ultimately help customers grow their business on the ServiceNow platform. The position will operate with significant autonomy, exercising independent judgement and decision making with respect to matters of significance.

Responsibilities:

• Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processes
• Be a key member of an overall engagement team focused on delivering customer outcomes

• Lead customer design workshops and speak to how best practice processes align to the ServiceNow platform
• Create client specific presentations for workshops
• Guiding customers in defining and refining business requirement for functional aspects of the solution
• Drafting user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Managing and communicating ITSM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectations
• Assist clients with creating and executing Organizational Change Management (OCM) plans
• Contribute towards continuous improvement of leading practices

• Growing and mentoring other members of ServiceNow and the partner ecosystem

Required Skills:

• Must be a US Citizen
• Must be able to obtain DHS program suitability prior to starting employment

• 4+ years of experience with the ServiceNow platform supporting ITSM and ITIL process flow development and tuning
• Significant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / ITSM Services environment.
• Experience in defining and deploying future-state ITSM processes and in identifying solutions from a people, process, and technology perspective

• Excellent communication and presentation skills
• Experience in analyzing and recommending ITSM strategies based on business priorities
• Excellent interpersonal skills, customer-centric attitude and experience working with diverse team
• Strong problem-solving and analytical skills with an aptitude and passion for learning new technologies
• Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box

• Strong documentation and technical writing experience.

Desired Skills:

• Experience with Scaled Agile Framework (SAFe) knowledge and experience
• Experience with other modules on the ServiceNow platform, such as, SPM, APM, ITAM, CSM FSM, HRSD.
• Experience with collaboration tools including MS Teams, MS Outlook, MS SharePoint, Atlassian Jira, Atlassian Confluence, and Atlassian Jira Align

Required Education:

Bachelor’s degree in Systems Engineering, Computer Science, Information Systems, or related technical field.

Two years of related work experience may be substituted for each year of degree level education.