ServiceNow ITAM Business Process Consultant (Remote)

DXC Technology; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

A leading technology consultancy is seeking an Expert Workshop Facilitator to lead dynamic client workshops focused on ServiceNow configurations. With a strong emphasis on best practices and client engagement, this role requires extensive ServiceNow expertise and the ability to bridge technical solutions with business requirements. Candidates must have proven experience in process consulting and be adept at optimizing ServiceNow implementations for client success.

Qualifications

• 3+ years of ServiceNow process consulting experience.
• Expert in ServiceNow solution design across multiple modules.
• Experience in gap analysis and requirements gathering.

Responsibilities

• Lead structured workshops guiding clients' ServiceNow configurations.
• Conduct gap analysis and drive actionable configuration decisions.
• Develop and maintain process documentation according to standards.

Skills

Workshop Facilitation

ServiceNow Expertise

Consulting Skills

Organizational Skills

Communication

Presentation Skills

Education

ServiceNow Certifications (CSA, ITSM, ITAM)

Degree in IT or related field

Job description

Job Description:

Responsibilities:

• Expert Workshop Facilitator: Skilled in leading structured, dynamic, and interactive workshops, guiding clients through complex processes and configurations. Expert at organizing and conducting sessions that ensure clear understanding and alignment on project objectives. Facilitating in-depth discussions on process design, requirements gathering, and configuration of ServiceNow to align with client objectives.
• Advanced ServiceNow Expertise: Deep knowledge of the ServiceNow platform, in IT Service Management (ITSM,) & IT Asset Management (ITAM.) Additional certifications in IT Operations Management (ITOM,)Customer Service Management (CSM,) IT Business Management (ITBM,) Security Incident Response (SR) modules is a plus. Demonstrates a thorough understanding of the platform’s capabilities and how best to leverage them to meet client needs.
• Best Practice Implementation: Focused on delivering solutions that adhere to industry best practices, ensuring scalability, maintainability, and alignment with customer goals. Regularly advises clients on how to optimize their ServiceNow configuration for long-term success.
• Strong Consulting Skills: Combines strategic thinking with practical execution, effectively bridging the gap between technical solutions and business requirements. Adept at simplifying complex technical concepts for diverse audiences.
• Customer-Centric Configuration Leadership: Expert in facilitating customer collaboration to drive configuration decisions. Ensures client engagement through every step of the process, leading them confidently through configuration activities with precision and clarity.
• Exceptional Organizational Skills: Proven ability to manage multiple projects, workshops, and configurations simultaneously, while maintaining focus on client objectives and timelines. Highly organized in coordinating activities that bring structure and efficiency to engagements.
• Establish Client Relationships: Serve as a trusted advisor, establishing strong relationships with clients by demonstrating deep knowledge of ServiceNow and aligning solutions with their business strategies.
• Lead Requirements Gathering: Drive requirements gathering sessions and translate business and functional needs into actionable ServiceNow configurations, leading clients through the decision-making process.
• Perform Gap Analysis: Conduct thorough gap analysis on existing business processes, systems, and data, offering forward-looking solutions that enhance ServiceNow platform adoption and operational maturity.
• Develop Process Documentation: Develop and maintain process documentation that adheres to DXC best practices, ensuring clear communication of solutions and processes to both clients and internal teams.
• Collaborate on Risk Management: Collaborate closely with the Engagement Manager and project teams to manage risks, define priorities, and maintain project timelines.
• Provide Project Updates: Provide ongoing project updates, addressing potential timeline issues or risks that could impact project delivery, while ensuring client expectations are managed effectively.
• Drive Organizational Change: Lead the development of organizational change management strategies that drive ServiceNow adoption and optimize business processes.
• Stay Updated on ServiceNow Technologies: Maintain current knowledge of ServiceNow technologies and incorporate the latest features into workshop materials and solution designs.
• Assist in Scoping New Opportunities: Assist in scoping and defining new opportunities, ensuring all deliverables align with client and DXC expectations.
• Deliver Client Training: Facilitate client training, ensuring end users are fully equipped to maximize their use of the ServiceNow platform.
• ServiceNow Mainline Certifications and/or Micro-Certifications. Candidates must demonstrate the ability to adapt to evolving technologies and apply their knowledge to deliver exceptional results in a dynamic environment. This role requires a commitment to ongoing education, including obtaining and maintaining multiple ServiceNow Mainline Certifications and/or Micro-Certifications.

Mandatory Qualifications:

• Mandatory ServiceNow Certifications CSA, ITSM & ITAM
• 3+ years of ServiceNow process consulting: Proven experience leading workshops and driving ServiceNow configuration decisions.
• Expert in ServiceNow solution design: Strong background in designing solutions across key modules such as ITSM, ITAM, ITOM, and CSM, ensuring alignment with best practices.
• 3+ years in gap analysis and requirements gathering: Ability to identify process gaps and translate them into actionable ServiceNow configurations.
• Strong communication and presentation skills: Expertise in clearly conveying technical concepts to various audiences, driving effective decision-making.
• ServiceNow Certified System Administrator: Advanced knowledge of platform administration, configuration, and workflows.
• Experience in organizational change management: Ability to develop strategies that ensure successful ServiceNow adoption.
• ServiceNow Certified System Administrator.

Preferred Qualifications:

• Excellent interpersonal skills with the ability to lead and manage client relationships effectively.
• Certifications in key ServiceNow modules, including ITSM, ITOM, ITAM, HRSD, SPM, SOM, or CSM.

Work Environment:

• Remote
• Up to 50% travel may be required.

DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

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