ServiceNow Business Process Consultant
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Job Description
ServiceNow Business Process Consultant specializing in Customer Service Management for US federal clients. Leading implementation projects and ensuring successful delivery with high customer satisfaction.
Responsibilities:
- Successfully manage customer expectations and ensuring tasks are estimated accurately and performed on-time and on-budget with high-levels of customer satisfaction and quality
- Support the delivery Engagement Manager and client Project Manager
- Coordinate activities with client team stakeholders including technical and functional Subject Matter Experts (SMEs) as well as other project team Technical Consultants (TCs) and BPCs
- Ensure appropriate collaboration, coordination, and communications within the implementation team and with client SMEs
- Apply best practices for managing work under the task order
- Manage activities and resources to a project plan utilizing the appropriate tools (e.g., ServiceNow Project Portfolio Management (PPM) suite, SharePoint, Microsoft Project and potentially other agile tools (e.g., Jira))
- Understand and manage the Critical Path for successful project delivery and support tasks
- Lead and support project objectives, build project requirements, and manage the constraints of the project including but not limited to: cost, scope, schedule, and quality
- Communicate clearly, effectively, on time, and to the correct audience
- Manage risks and issues; be proactive and communicate effectively
- Estimate the level of effort of BPC efforts for out of scope work
- Identify and manage to change request process
- Ensure work is performed compliant with client and contractual policies and processes
- Draft, coordinate Weekly Status Report submissions
- Support ad hoc oral and written data calls
- Attend various program meetings with the project team members as needed
Requirements:
- Successfully performed CSM BPC O&M and/or implementation work with other clients of similar size, scope and complexity
- Bachelor's degree in business management, project management, financial management, computer science, or related field
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist with CSM (CIS-CSM)
- Successful and proven track record implementing ServiceNow CSM applications and other ServiceNow applications
- Minimum three (3) years of experience leading and performing BPC work primarily with CSM
- Deep understanding of both waterfall and agile System Development Life Cycle (SDLC) project management methodologies, techniques, and tools
- Working knowledge and experience with CSM processes
- Comfortable working in a fast-paced technology environment working for clients
Benefits:
- Competitive Pay
- Paid Time Off
- Sick Leave
- Public Holidays
- STD/LTD Health and Dental
- 401(k)
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