Principal Business Process Consultant, Creator Workflows

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The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes 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.

The Role

The PrincipalBusiness Process Consultant, Creator Workflows is the functional and process expert of a customer engagement team – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow Creator products – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

• Be the process expert in custom application development using ServiceNow App Engine and Platform products.
• Advise customers on custom application development practices and scaling applications development.
• Drive various customer application specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Lead customer design workshops to capture personas, interactions, interfaces and data requirements of any application use case while considering ServiceNow Platform functionality.
• Own support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral
• Guide customers in completing required documentation such as business requirement workbooks for functional aspects of the solution
• Draft functionality-focused user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources
• Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement
• Promote continuous improvement practices for delivery/engagement materials
• Support presales activities when required
• Provide mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
• Up to 30% travel annually, driven by customer needs and internal meetings

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

• ServiceNow Certified System Administrator(CSA) plus one mainline certification (e.g. CAD, CIS-ITSM).
• At least EIGHT years of application consulting experience with previous roles in Business Analyst and/or System Architect.
• Strong understanding of application platform such as Pegasystems, Appian, Mendix, and Outsystems.
• Deep experience in deciphering and converting complex and ambiguous business requirements into user stories.
• Ability to influence and consult strategies and tactics in different levels across an organization, from business executives to technologists.
• Excellent facilitation skills using technologies (Miro, PowerPoint) and techniques.

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you 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 talent.acquisition@servicenow.com for assistance.

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

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