ServiceNow Business Consultant

Job Description:

The Role A Business Process Consultant, ServiceNow IT Service Management 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 of the ServiceNow IT Service Management products – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

• · Be the process expert in how to support IT departments by using ServiceNow ServiceNow’s IT Service Management products using ServiceNow standard practices focused on configuration vs. customization
• · Driving ITSM-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

Mandatory qualifications:

• · At least 8+ years of consulting experience for complex, global IT Service Management organizations · ServiceNow certifications such current ServiceNow Certified System Administrator (CSA) certification and Certified Implementation Specialist (CIS) – IT Service Management. Prefer ITSM Professional Suite Certification and relevant micro certifications
• · ITIL Foundations certification
• · Demonstrated ability to influence and consult (providing options with pros, cons and risks) in an ITSM/IT Service Delivery organization, while providing thought leadership to ITSM 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 ITSM technology ecosystem (for example: major incident communication tools such as Twilio; event monitoring tools such as Splunk, Dynatrace, 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 ITSM strategies based on business priorities
• · Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an Equal Opportunity/Affirmative Action employer