ServiceNow Business Process Consultant, CSM

The Business Process Consultant will be accountable for delivering Industry Best Practice guidance, working with customers to achieve their business outcomes in CSM (Customer Service Management), as part of an implementation team.

Requirements

• 5+ years of consulting experience in CSM-related process and platform implementation engagements with additional experience in ITSM, FSM, ITAM, or industry SKUs desirable
• 5+ years’ experience in process definition, mapping, and advising towards best practice and continuous improvement
• 5+ years’ experience developing requirements documentation, project artifacts, and process documents
• 3+ years’ experience with the ServiceNow platform
• ServiceNow CSA (Certified System Administrator) and CIS-CSM Fundamentals Certifications
• Demonstrate excellent communication skills both verbal and written as well as active listening skills
• Demonstrate strong presentation and facilitation skills
• Advanced MS Office skills (Word, Excel, Visio, and PowerPoint)
• Extensive experience in process management competencies
• Recognize and communicate the value of driving organizational change through adoption
• Proven ability to work independently and as a team member
• Strong experience in requirements gathering, story writing, test plan development, training development, training delivery, and working on projects using agile methodologies and best practices
• Desire to add value to the client above and beyond the role
• Demonstrated ability in consulting engagements providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems by focusing on providing options that identify the pros and cons of those options and the risks and impacts of each option

Benefits

• Flexible remote work options
• Additional PTO day for mental health
• Competitive paid time off
• Half-day Fridays
• Paid maternity and paternity leave for biological birth and adoption
• Newborn, adoption and fertility assistance
• Competitive training & development programs
• Healthcare Plan
• 401(k) with employer match
• 10 days toward bereavement leave
• Premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice