ITSM Senior Business Process Consultant

| Chicago

This position reports to: Service Management Practice Manager

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.  

We’re disruptive.  We work hard but try not to take ourselves too seriously.  We are highly adaptable and constantly evolving.  We are passionate about our product, and we live for our customers.  We have high expectations and a career at ServiceNow means challenging yourself to always be better.  

What you get to do in this role:

The Senior Service Management Business Process Consultant will be responsible to develop, invest, and maintain thought leadership with deep subject matter expertise related to Service Management product processes, enabling product capabilities and complimentary processes in a client-consulting environment with customers including: Incident, Problem, Change, Service Request, Configuration, Knowledge, and Service Level Management. The consultant will lead the design and deployment of best practice process solutions giving prescriptive guidance to help customers achieve their business outcomes including:

  • Design, build and deploy business outcome driven solutions focused on designing processes which solve customer problems, are repeatable, accelerate value and employ process best practices and standards
  • Drives ITSM process definition, re-engineering, improvement and gap analysis of current/to-be processes. Identifies solutions from a people, process and technology perspective during workshops with key customer sponsors and stakeholders, generating the required outputs to the level required for the subsequent stages of the engagement
  • Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
  • Managing and communicating ITSM process and business requirements ensuring that the proposed solutions meet the customer's expectations
  • Provide guidance and deliver successful implementation of the to/be processes in partnership with other members of the project team, including industry partners working as part of the same project team.
  • Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their ITSM processes
  • Creating and updating required documentation such as workshop agendas, stories, test cases, process guides and flow diagrams
  • Ensuring process related deliverables to Customer Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes
  • Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities
  • Invest and maintain expertise in ITSM product process capabilities, features and complimentary processes
  • Collaborate and contribute to the creation, deployment and maintenance of process best practices and standards
  • Active participant and contributor and thought leader in Communities of Excellence (in Community) that provides mentoring, implementation support, maturity maps and continual improvements
  • Build trust and establish thought leadership through publication activities: knowledge articles, white papers, wiki, community, blogs, templates, capability content, etc...
  • Contribute to the continual improvement of Global Delivery and Practice business processes as well as the maturing of the ITSM practice portfolio, capabilities, expertise and best practices
  • Provide feedback loop into BU product teams for continual improvement of product process, OOB capabilities, features and interoperability in consideration of customer needs and requirements
  • Achieve ITSM Practice and individual KPI’s and metrics as defined
  • Juggle multiple and complex projects and initiatives
  • Up to 75% travel annually, driven by customer needs 

In order to be successful in this role, we need someone who has:

  • Proven consulting experience leading the definition and deployment of 'to be' Service Management processes/solutions in client environments
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to ITSM sponsors/stakeholders in solving business process and/or technical problems during project delivery
  • 5+ years working in the ITSM or IT consulting industry
  • Solid experience in requirements gathering, including experience in creating process documentation
  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills required to lead workshops and customer meetings (proficiency in Visio, Word and PowerPoint)
  • Experience in analyzing and recommending ITSM strategies based on desired business outcomes and priorities
  • Is committed to customer success and ensures that actions contribute towards a positive experience by the customer
  • Demonstrated interpersonal skills, customer centric attitude, and behavior supporting ServiceNow’s diversity and inclusion values
  • Proven team player and team builder
  • An understanding and experience with leading ITSM toolsets such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB and Remedy ARS
  • ITIL V2 or V3 Foundations Certification required
  • ITIL Practitioner or Service Manager Certification preferred
  • Knowledge of other frameworks such as IT4IT, DevOps or COBIT beneficial.
  • Knowledge and experience in Agile methodology, including creation of stories
  • A degree or equivalent, preferably in Information Technology 

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

 

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or [email protected] for assistance.

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • PiwikAnalytics
    • Adobe AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ServiceNowManagement

Location

First tenants of brand new building on Lake and Racine in the West Loop. Steps away from Restaurant Row and Fulton Market's best spots.

An Insider's view of ServiceNow

What’s the vibe like in the office?

You make decisions every day that help people. My work makes a big difference, and that’s satisfying.

Medha

Senior application developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.

Olum

Project manager

What are some things you learned at the company?

Our purpose is empowering. The company's putting a lot into the culture, the employees - they're investing in us.

Marina

Creative director

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.

CJ

Chief product officer

What is your vision for the company?

Taking a long-range view, we've got the spirit of a start-up and the resources to deliver with high quality.

Preetam

Software engineer

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Remote Work Program
Work remotely on occasion as needed.
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Free Daily Meals
Free breakfast offered daily
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Some Meals Provided
Happy Hours
Every Thursday!
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Continuing Education stipend
We offer $5000 annualy for continuing education.
Online course subscriptions available
Paid industry certifications
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