The Company
Work matters. Itâs where we spend a third of our lives. And the workplace of the future is going to be a great place. Weâre dedicated to bringing that to life for people everywhere. Thatâs why we put people at the heart of everything we do.
People matter. Our people have a passion for learning, building, and innovating. Whether youâre an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
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 Sr. Business Process Consultant, Risk & Resilience is the domain and process expert of a customer engagement team â consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow Risk & Resilience products â all with the goal of accelerating and driving customer business outcomes.
What you get to do in this role:
- Be the domain and process expert in configuring and implementing the Risk & Resilience product portfolio using ServiceNowâs leading practices focused on configuration vs. customization
- Consult with organizations to drive Risk & Resilience-specific process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
- Advise customers in their efforts to take advantage of the ServiceNow Risk & Resilience solutionsâ standard capabilities in their efforts to improve their Risk & Resilience processes
- Lead customer design workshops focused on ServiceNow Risk & Resilience solution functionality
- Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral
- Guiding customers in completing required documentation, such as business requirement workbooks for functional aspects of the solution
- Drafting more functionality-focused user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them
- Guides and advocates for the customerâs needs throughout the engagement
- Perform internal unit testing of the developed solution during the development stage of the engagement, in partnership with Technical Consultants
- Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement
- Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
- Prepare all customer-facing deliverables focused on business process and domain
- Juggle multiple and complex projects/initiatives
- Promote continuous improvement practices for delivery/engagement materials
- Lead pre-sales activities for specific Risk & Resilience engagement opportunities to define the engagement scope, effort, roles, and duration
- Provide training and 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