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ServiceNow Business Process Consultant

Remote, IL

Posted: 06/25/2024 Industry: Systems, Software and IT Job Number: 16824

Job Description

Connexion’s mission is to provide "best in class" services to job seekers. We strive to achieve excellence in job placement, staffing, and recruiting services while treating candidates with the professionalism and respect they deserve.

Title: ServiceNow Business Process Consultant 
Hiring Organization: Connexion Systems & Engineering

  • Duration: Temp
  • Pay rate: $53-60/hr
  • Job Location:  Remote
  • Job# 16824
 
Description: The ServiceNow Business Process Consultant is responsible for analyzing, designing, and implementing business processes that improve efficiency and effectiveness within Organization. This role will work closely with various departments to understand their needs, translate them into technical requirements, and ensure the successful adoption of the ServiceNow platform. The consultant will also focus on continuous improvement and optimization of existing processes.

? Excellent oral and written communication skills, with the ability to explain complex technical issues to non-technical people.
? Strong interpersonal, leadership, collaboration, facilitation, and negotiation skills.
? Ability to manage multiple projects simultaneously and adapt to changing business needs.
? Familiarity with Agile/Scrum methodologies and the ability to lead scrum teams.
? Proven ability to elicit project and system requirements.
? Proficient negotiation and persuasion skills, with the ability to enable win-win resolutions.
? Critical attention to detail and solid creative problem-solving skills.
?Active listening skills, respecting others' points of view and taking ownership of contributing the required input while demonstrating strong communication skills (written, interpersonal, and
presentational).
? Strong ownership, accountability, and attention to detail in all work efforts.
? Superior maturity, professionalism, and judgment; ability to excel with minimum supervision.
? Commitment to customer satisfaction and supporting our brand promise and guarantee to always “make it right"'

Process Analysis and Design:
? Analyze current business processes and workflows to identify areas for improvement.
? Design and implement optimized business processes using the ServiceNow platform.
? Develop a thorough understanding of customer requirements and assist the project team in applying industry best practices to design optimal solutions.

Project Management and Implementation:

? Manage and lead ServiceNow-related projects, adhering to CPS Project Management Office (PMO) standards.
? Translate business requirements into technical specifications and design ServiceNow solutions that meet these requirements.
? Ensure the successful implementation and adoption of ServiceNow solutions across the organization

Collaboration and Communication:

? Collaborate with IT teams and other departments to capture operational challenges and develop business requirements.
? Serve as a liaison between customers and the development team to ensure requirements are met.
? Communicate complex technical issues clearly to non-technical stakeholders and translate customer needs for technical teams.
? Build and maintain strong relationships with stakeholders at all levels of the organization.

Quality Assurance and Continuous Improvement:

? Perform quality assurance on implemented solutions to ensure they meet business and technical requirements.
? Develop dashboards and metrics using Business Intelligence platforms like ServiceNow Performance Analytics or Power BI.
? Support Organizational Change Management (OCM) efforts by providing information on the "to be" solutions and conducting end-user training as needed.
? Contribute to the continual improvement of delivery services processes and the maturing of varied portfolios, capabilities, expertise, and best practices.

Documentation and Training:

? Document workflows and results of business analysis.
? Write stories, with acceptance criteria and functional tests, in accordance with agile best practice guidelines.
? Assist in building and delivering end-user training.

Customer Success Management:

? Ensure technical deliverables to customers are complete, consistent, high quality, on time, and deliver valued outcomes.
? Build trust and establish thought leadership through publication activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc.
? Manage multiple clients with limited or no support after initial project implementation.

Education:

? Bachelor’s degree or higher in Information Technology, Computer Science, or a related field.
? ITIL Foundation certification or equivalent, or the ability to obtain within 6 months of hire.
 

Skills (EXPERT/ADVANCED/NONE)
  • ServiceNow platform (ITSM, ITOM, ITAM, HRSD, etc.)
  • Scripting (JavaScript, Glide API, HTML, CSS)
  • Minimum of 5 years working on the ServiceNow platform.
  • At least 3 years of experience in a Business Process Consultant or similar role.
  • Proven consulting experience as a key technical resource in the development and delivery of ITSM solutions.
  • Experience with ITIL processes, particularly Request, Problem, Incident, and Change Management.
  • Experience with ServiceNow Customer Service Management (CSM), Strategic Portfolio Management (SPM), and IT Asset Management (ITAM) modules
  • Experience with web technologies (XML, HTML, JavaScript, Angular JS, Web Services, etc.) and system integration (SSO, SAML, SSL, Web Services, LDAP, J


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Sean Mullen
National Accounts & Recruiting Manager

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