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 Role 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 of the ServiceNow Core Business Services Products (which includes HR Service Delivery, Legal Service Delivery, Workplace/Facility Service Delivery, Employee Service Management Solutions and Finance & Supply Chain Solutions – 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, Legal, Workplace/Facility and/or Finance/Supply Chain departments using ServiceNow products and ServiceNow best practices focused on configuration vs. customization, to drive business outcomes
• Driving HR, Legal, Workplace/Facility and/or Finance/Supply Chain-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

Qualifications
· At least 8+ years of consulting experience for complex, global organizations in the HR, Legal, and/or Workplace/Facility & Finance/Supply Chain operations/technology departments (e.g., HRIS, Legal Operations, Space Management, Finance, Supply Chain, etc.) · Preferably ServiceNow certifications such as a current ServiceNow Certified System Administrator (CSA) certification, and relevant ServiceNow Solution-Specific Certified

Implementation Specialist/Accreditation designations (i.e., HR Suite Certification, Legal Service Delivery Accreditation, Workplace Service Delivery Accreditation, Certified Application Developer, and/or completion of ServiceNow Supplier Lifecycle Operations (SLP)/Sourcing & Procurement Operations (SPO)/Accounts Payable Operations (APO) Learning Paths)

• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in HR, Legal, Workplace/Facility Service Delivery and/or Finance/Supply organizations, while providing thought leadership to HR, Legal, Workplace/Facility and/or Finance/Supply Chain 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 with leading HR, Legal, Workplace/Facilities, and/or Finance/Supply Chain and related systems and tools such as Workday, Oracle / PeopleSoft, SAP / SuccessFactors, UltiPro, Infor, SAP ERP, 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 HR, Legal, Workplace/Facility and/or Finance/Supply Chain strategies based on business priorities
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity

Additional Information

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