ServiceNow ITOM Business Consultant

Ready to elevate your work experience? At Cask, you get to collaborate with incredibly talented people - designers, engineers, technologists, and industry thought leaders - who are all connected by a singular focus on solving business challenges that stand in the way of organizational change and progress. Along the way, we balance culture and business, resulting in a company that is committed to making the lives of our employees a little better and more fun each day through iteration and innovation.

Cask NX is seeking a ServiceNow Business Consultant to join our ITOM business functional team. In this role, you will participate in the design and development of ServiceNow ITOM solutions and strategies that drive digital transformation and innovation. This role requires a high-performing, results-oriented individual to guide our clients in adopting and adapting ITOM best practices in the most efficient and effective way to ensure maximum return on their investment. The ideal candidate is seen as a thought leader with a broad and deep understanding of IT infrastructure business process concepts and able to drive the development of solutions to problems and critical IT operations management efforts, often for the most complex or difficult customer situations.

What you’ll be doing:

• Build a customer-focused relationship with middle to high-tier clients to identify business challenges and arrive at the best solution
• Conduct needs analysis, establish project specifications, and identify solutions to customers’ business challenges
• Compile business data using industry-specific knowledge to gain insight into a business organization and operating structure
• Lead engagement as the Subject Matter Expert (SME) on relevant best practices
• Lead business process definition, re-engineering, improvement, and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders
• Contribute to the development of customer value objectives and plans to realize the value
• Become a trusted advisor for the customer throughout the engagement
• Manage and communicate process and business requirements to the delivery team as a bridge to ensure that the proposed solutions meet the customer's expectations
• Provide support, training, and mentoring to other members of the ITOM team

What you’ll bring to the table:

• Experience in building ITOM solutions and demonstrating value to an organization within the ServiceNow platform
• Demonstrated knowledge and experience working in the areas of network infrastructure, computer operations and help desk, and server and device management across a wide range of industries and/or performed as an IT Operations Management leader
• Demonstrated experience communicating complex ideas with stakeholders and building collaborative relationships with team members, customers, and other stakeholders
• Demonstrated knowledge and experience with IT Operations Management platform technologies
• Extensive experience in process management competencies
• Demonstrated ability in providing thought leadership to sponsors/stakeholders to solve business process and/or technical problems by focusing on options that identify the pros and cons of those options and the risks and impacts of each option.
• Excellent interpersonal skills, customer-centric attitude, and situational awareness
• Outstanding verbal, written, and presentation skills
• Proven team player and team builder
• Strong ownership, accountability, and attention to detail in all work efforts
• Open to minimal travel, up to 10%

Required Qualifications

• Minimum 5 years experience in process definition, improvement, and re-engineering
• Minimum 5 years experience developing requirements documentation, project artifacts, and process documents
• Bachelor's Degree in Information Technology, Business, or related field; and four (4) years experience OR equivalent combination of education, training, and experiences
• Working knowledge of the ServiceNow platform
• Prior experience with technical architects to translate business requirements into platform stories

Ideal Candidate Qualifications

• ServiceNow ITOM-related Foundations training or CIS Certification
• Network or Security Certification
• ITIL v3 or v4 Certification
• Business Process Management (BPC) training/certification

Perks? Oh, yes.

Cask's success is based on our most valuable asset - our people. We offer a robust benefits package designed with your needs in mind. We are passionate about investing in our people. As lifelong learners, we support your continued education and career development through paid training, including ServiceNow certifications. We build in training do