ServiceNow is hiring a Sr. Business Process Consultant to serve as a functional expert for our HR and Workplace Service Delivery solutions. You will consult with customers to transition their business requirements into configuration requirements for ServiceNow Core Business Services Products, accelerating their business outcomes.
What You'll Do
- Act as the process expert for HR, Workplace/Facility, and/or Legal departments using ServiceNow products, focusing on configuration over customization.
- Drive process definition, re-engineering, and gap analysis during workshops with key customer sponsors.
- Lead customers in leveraging ServiceNow's standard capabilities to improve their processes.
- Facilitate customer design workshops focused on ServiceNow platform and solution functionality.
- Support key process owners to obtain business requirements using standard materials.
- Guide customers in completing required documentation like business requirement workbooks.
- Draft persona-based user stories, acceptance criteria, testing strategies, and knowledge transfer plans.
- Advocate for customer needs throughout the entire engagement.
- Support internal unit testing of the developed solution during the development stage.
- Drive customer unit and user-acceptance testing requirements.
- Serve as a lead member of the engagement project team focused on successful customer outcomes.
- Prepare all customer-facing deliverables focused on process.
- Manage multiple complex projects and initiatives simultaneously.
- Promote continuous improvement practices for delivery materials.
- Support specific sales activities when required.
- Provide training and mentoring to other members of the ServiceNow delivery team and partners.
What We're Looking For
- Must be a Canadian Citizen with the ability to obtain and maintain a Canadian security clearance if required.
- 8+ years of consulting experience for complex, global organizations in HR, Workplace/Facility, and/or Legal operations/technology departments.
- Current ServiceNow certifications including Certified System Administrator (CSA) and relevant product certifications (HR Professional Suite, Workplace Service Delivery, Legal Service Delivery, Certified Application Developer).
- Demonstrated ability to influence and consult, providing thought leadership in solving business process and technical problems.
- Proven experience in defining and deploying future-state processes from a people, process, and technology perspective.
- Strong understanding of leading HR, IWMS, and/or Legal systems such as Workday, Oracle/PeopleSoft, SAP SuccessFactors, UltiPro, Infor, IBM Maximo/TRIRIGA, and Nuvolo.
- Solid experience converting business requirements to configuration requirements by authoring user stories for Agile Development.
- Excellent communication, presentation, and facilitation skills with proficiency in Visio, Word, and PowerPoint.
- Experience providing Knowledge-Centered Service/Support using technologies.
- Experience analyzing and recommending HR, Workplace/Facility, and/or Legal strategies based on business priorities.
- Strong interpersonal skills, customer-centric attitude, and ability to handle cultural diversity.
- Proven team player and team builder.
Technical Stack
- ServiceNow Platform and Core Business Services Products (HRSD, WSD, Employee Service Management, LSD)
- Workday, Oracle / PeopleSoft, SAP SuccessFactors, UltiPro, Infor, IBM Maximo/TRIRIGA, Nuvolo
Team & Environment
You will be a member of the ServiceNow Expert Services Team on customer engagement teams.
Work Mode
This is a hybrid position based in Canada.
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.
