Covestic is hiring a ServiceNow Business Process Consultant who will be responsible for working directly with clients in developing implementation strategy and overall design. The BPC will focus primarily on Customer Service Management processes and the best way to leverage the ServiceNow CSM to fulfill the client's needs and support the best practices.
Roles and Responsibilities
Driving Customer Services specific process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholdersAssisting in development of project charter, project plans and enablement training of the clientUnderstanding client business processes and work with the client to demonstrate how ServiceNow CSM will support these processesProvide guidance to the client and to ServiceNow technical resources in the implementation of the to/be processes. Advise on all things functional and operationally related to ServiceNow CSM implementation projectsIdentifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risksLead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their CSM processesConduct Discovery workshops and serve as functional lead throughout the lifecycle of engagementsCompleting, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations, gap analysis reportsDevelop and maintain design workbooks, process documentation and ServiceNow Agile storiesJuggle multiple and complex projects and initiativesPromoting continuous process improvement practicesSupporting specific sales activities when requiredManaging and communicating CSM process and business requirements ensuring that the proposed solutions meet the customer's expectationsProviding training and mentoring to other members of the services team
5 - 10 years of CSM process experience with progressively higher levels of responsibility. Solid experience in requirements gathering, including experience in creating process documentation2+ years of ServiceNow CSM tool experience and adept with various OOB features, workflows and integrationsExperience with CSM ticketing systems or centralized Service Center organizational structure.Proven experience in defining and deploying 'to be' Human Resources processes and in identifying solutions from a people, process and technology perspectiveStrong understanding and experience with leading CSM toolsExcellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to Human Resources sponsors/stakeholders in solving business process and/or technical problemsExperience in analyzing and recommending strategies based on business prioritiesStrong interpersonal skills, customer centric attitude, ability to deal with cultural diversityProven team player and team builder
Great to have
ServiceNow certificationsExperience with global/multilingual CSM projectsProcess specific Certifications