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Senior Business Process Consultant

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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 Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of this diverse team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

Within the CO team we have product expert practices that form the Expert Services group. One of these practices is the Customer Workflow team which is responsible for the implementation, advisory, best practices, innovation, and architecture for our customers and partners, focusing on IT solutions.

The Role

The Business Process Consultant within Customer Workflow, is a trusted advisor to the customer, and as such provides thought leadership, mentoring and guidance to drive the next level of ITIL process maturity.

What you get to do in this role:

Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their CRM and ITIL processes
Be a key member of an overall engagement team focused on delivering customer outcomes
Lead customer design workshops
Guiding customers in defining and refining business requirement for functional aspects of the solution
Drafting user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
Managing and communicating CRM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectations
Contribute towards continuous improvement of leading practices
Growing and mentoring other members of ServiceNow and the partner ecosystem
Customer facing role with some travel within EMEA

Qualifications

To be successful in this role you have:

Significant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / CRM Services environment.
Experience in defining and deploying future-state CRM processes and in identifying solutions from a people, process and technology perspective
Excellent communication and presentation skills
Experience in analysing and recommending ITSM strategies based on business priorities
Excellent interpersonal skills, customer-centric attitude and experience working with diverse team

We provide competitive compensation and generous benefits. This is a very collaborative and inclusive work environment where individuals will have an opportunity to grow their professional careers through working with some of the most advanced technologies and talented people in the business.

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

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Average salary estimate

$120000 / YEARLY (est.)

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$100000K

$140000K

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What You Should Know About Senior Business Process Consultant, ServiceNow

Join ServiceNow as a Senior Business Process Consultant and be a part of a team that is on a mission to transform how organizations work! Based at our DUEO Building in Issy Les Moulineaux, PARIS, France, you will work within the Customer Outcomes team to provide crucial guidance to customers on their journey to enhance business performance. In this role, you will have the opportunity to lead design workshops, improve ITIL and CRM processes, and drive customer satisfaction by empowering them to maximize the value of their ServiceNow investment. Your expertise will be essential in drafting user stories, establishing testing strategies, and communicating CRM process requirements to ensure successful solution implementations. Collaborating with a diverse team, you'll mentor fellow consultants and contribute to continuous improvement practices. At ServiceNow, we believe in a collaborative and inclusive work culture where unique experiences and diverse backgrounds enrich our team. If you are a skilled communicator with a customer-centric attitude and significant consulting experience, we want to meet you! Bring your passion for technology and your problem-solving mindset to help organizations find smarter ways to work faster and better. Apply now to help us make the world work better for everyone, while building your professional career with one of the leading technology companies in the industry.

Frequently Asked Questions (FAQs) for Senior Business Process Consultant Role at ServiceNow

What responsibilities does a Senior Business Process Consultant have at ServiceNow?

As a Senior Business Process Consultant at ServiceNow, your primary responsibilities include leading customer design workshops, advising on CRM and ITIL process improvements, and providing prescriptive guidance to enhance customer satisfaction. You will also be involved in drafting user stories, managing CRM process requirements, and mentoring other team members to foster growth within the organization.