Principal Business Process Consultant, Customer and Industries Workflow Products Expert Implementation Services (CSA, CSM, FSM)

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

The Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

The Pr. Business Process Consultant, Customer and Industries Workflow is the functional and process expert of a customer engagement team – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow Customer and Industries 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 best support by using ServiceNow products using ServiceNow best practices focused on configuration vs. customization

· 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 capabilities in their efforts to improve their processes

· Lead customer design workshops

· 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 more functionality-focused user stories, their acceptance criteria, testing strat-egy and knowledge transfer while supporting customers in reviewing and approving them

· 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 suc-cessful and substantive customer outcomes

· Prepare all customer-facing deliverables focused on process

· Collaborate with the engagement manager to monitor for scope creep and resolve criti-cal path technical issues.

· Up to 50% travel annually, driven by customer needs and internal meetings

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Qualifications

In order to be successful in this role, we need someone who has:

· At least 8 years of consulting experience for complex, global organizations

· Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a Customer Service and/or Field Service Delivery / Shared Services environment, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems

· Proven experience in defining and deploying future-state Customer Service and/or Field Service processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology

· Strong understanding with leading Customer Service and/or Field Service and related systems and tools such as Salesforce, SAP, Oracle, Telephony, etc…

· Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development

· Demonstrated ability to influence and consul