Sr. Business Process Consultant, Risk & Resilience Expert Services

ServiceNow • Addison, TX

4d

About The Position

The Company Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do. People matter. Our people have a passion for learning, building, and innovating. Whether you’re 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 – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow Risk & Resilience products – 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 ServiceNow’s 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 solutions’ 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 customer’s 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

Requirements

• Current active ServiceNow certifications: Certified System Administrator (CSA) Certified Implementation Specialist in Risk and Compliance (CIS-RC)
• At least 5 years of Risk & Resilience (GRC, BCM, TPRM, etc.) consulting and/or practitioner experience for complex, global organizations
• At least 3 years of ServiceNow Integrated Risk Management (IRM) implementation experience
• Understanding of industry regulations, compliance frameworks, risk frameworks, and leading risk, compliance, and resilience standards
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) related to the Risk & Resilience solutions, while providing thought leadership to Risk & Resilience sponsors/stakeholders in solving business process problems
• Proven experience in defining and deploying future-state Risk & Resilience processes and in identifying solutions from a people, process, and technology perspective, with a focused prowess on the implementation of technology
• Strong understanding of other competitive Risk & Resilience tools and technology
• Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word, and PowerPoint)
• Experience in analyzing and recommending Risk & Resilience strategies based on business priorities
• Strong interpersonal skills, customer-centric attitude, open-mindedness, and ability to deal with cultural diversity
• Proven team player and team builder

Responsibilities

• Be the domain and process expert in configuring and implementing the Risk & Resilience product portfolio using ServiceNow’s 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 solutions’ 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 customer’s 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

Benefits

• We provide competitive compensation, generous benefits and a professional atmosphere.
• This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees