ServiceNow Business Process Consultant

2 weeks ago


Vaughan, Canada Procom Full time
On behalf of our client in the Consulting Sector, Procom is looking for a ServiceNow Business Process Consultant
ServiceNow Business Process Consultant – Job Description

  • Act as a subject matter expert on ServiceNow platform during the design and implementation project phases
  • Promote ServiceNow best practices and recommend out of the box solutions where appropriate
  • Elicit requirements using interviews, requirements workshops, process document analysis, technical research, reverse engineering and prototyping.
  • Capture business and functional requirements in the form of user stories, use cases, process flowcharts, UML diagrams and other business process modeling techniques, including Business Requirements Documents
  • Translate technical and business requirements between business and technical teams
  • Collaborate with the Architecture Review Board on defining technical design and ensure that the standards are followed when documenting technical solution
  • Review proposed solutions with customers
  • Collaborate with the Engagement Managers team on the projects estimates and delivery
  • Build strong relationships with projects stakeholders. anticipate issues, think proactively, and use critical thinking skills
  • Write user guides, manuals and technical knowledge articles
  • Keep up-to-date on ServiceNow functionality and make recommendations on how the new features can be used to enhance business processes
  • Interface with the QA and Development teams to confirm that the developed solutions meet business requirements
  • Assist in analysis and reporting of defects during testing phase
  • Facilitate review and training sessions with functional owners and end-user representatives
  • Provide implementation and post implementation support when required
  • Recommend changes to established methods and suggest alternative solutions to improve quality and increase productivity

ServiceNow Business Process Consultant – Mandatory Skills

  • Strong ServiceNow knowledge and experience in implementing ServiceNow solutions (ITSM is a must, other areas are beneficial but not mandatory)
  • Experience in workflow analysis, process design, implementation and re-engineering principles
  • Ability to bring clarity to complex business problems and communicate concepts in a meaningful and concise way
  • Ability to understand business needs, map them to functional requirements and capture technical design solution
  • Understanding of different SDLC methodologies like Agile, Waterfall, Iterative
  • Understanding of IT concepts (windows platform, integrations, webservices, reports)
  • Solid problem solving and analytical skills
  • Broad business and management knowledge
  • Ability to work effectively with people at all levels of the organization
  • Client-focused approach with outstanding interpersonal skills
  • Excellent written and verbal communication skills
  • Bachelor's degree in computer science, Information Technology, or a related field.
  • 3+ years' experience in Process/Functional consulting in ServiceNow
  • Extensive experience in designing, implementing, and optimizing ServiceNow modules, with a focus on ITAM, CSDM, and Service Request.
  • Strong background in configuring and managing ServiceNow processes, ensuring seamless user experiences and efficient service delivery.
  • Deep knowledge of ServiceNow’s Service Catalog and Request Management modules, HAM Pro module, and SAM Pro module.
  • Strong understanding of how the various ServiceNow modules integrates with other ServiceNow modules such as ITSM, ITOM, and ITBM.
  • Proven ability to configure and customize ServiceNow workflows, forms, and portals to meet specific business needs.
  • Expertise in industry best practices for ServiceNow functionality, including standardization, automation, and user-centric design.
  • Ability to ensure catalog items, workflows, and business processes are aligned with business objectives and user needs, promoting self-service and reducing manual workload.
  • Process Optimization:
  • Proven track record of optimizing ServiceNow processes to improve efficiency, reduce fulfillment time, and enhance user satisfaction.
  • Experience in aligning Service Catalog/Request Management/ITAM/ITOM/ITBM processes with broader IT and business strategies.
  • Client-Facing Skills:
  • Excellent ability to engage with stakeholders at all levels, from technical teams to executive leadership, ensuring clear communication of goals and expectations.
  • Strong communication skills, capable of translating complex ServiceNow configurations and processes into terms understandable by non-technical audiences.
  • Problem-Solving and Analytical Skills:
  • Highly skilled in analyzing business processes to identify trends, inefficiencies, and opportunities for improvement.
  • Proficient in troubleshooting and resolving issues related to ServiceNow.
  • ITIL and IT Service Management Frameworks:
  • Familiarity with ITIL and other relevant IT service management frameworks, with the ability to apply these principles to ServiceNow.
  • User Experience (UX) Design:
  • Experience in designing intuitive and user-friendly Service Catalog interfaces and request forms, enhancing the overall user experience.
  • Data Management:
  • Experience in data modeling, database management, and ensuring data accuracy and consistency within ServiceNow.
  • Certifications:
  • ServiceNow Certified Implementation Specialist certification(s).

ServiceNow Business Process Consultant – Preferred Skills

  • Advanced degree preferred
  • ITIL Foundation Certification or higher is a plus

ServiceNow Business Process Consultant – Assignment Start Date ASAP – 3 months to start
ServiceNow Business Process Consultant – Assignment Location Woodbridge, ON – Work Hybrid

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