Sr. Business Process Consultant, ServiceNow HR and Workplace Service Delivery Solutions

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

A Business Process Consultant (BPC) for ServiceNow 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 for a selection of the ServiceNow Core Business Services Products (which includes HR Service Delivery (HRSD), Workplace/Facilty Service Delivery (WSD), Employee Service Management Solutions, and Legal Service Delivery (LSD)) – all with the goal of accelerating and driving customer business outcomes. 

What you get to do in this role: 

• Be the process expert for HR, Workplace/Facility and/or Legal departments using ServiceNow products and ServiceNow best practices focused on configuration vs. customization, to drive business outcomes 

• Driving HR, Workplace/Facility and/or Legal-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 

• Own support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral 

• Guide customers in completing required documentation such as business requirement workbooks for functional aspects of the solution 

• Draft 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. 

• Guide and advocate 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 

• Promote continuous improvement practices for delivery/engagement materials 

• Support specific sales activities when required 

• Provide 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  

• (US Citizenship Required) 

Qualifications

• Must be a U.S. Citizen, with ability to obtain and maintain a U.S. Public Trust security clearance. 

• At least 8+ years of consulting experience for complex, global organizations in the HR, Workplace/Facility & Legal operations/technology departments (e.g., HRIS, Legal Operations, Space Management, etc.) 

• Preferably holds ServiceNow certifications such as a current ServiceNow Certified System Administrator (CSA) certification, HR Professional Suite Certification, Workplace Service Delivery Accredita