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Sr. Business Process Consultant, Customer Workflow Products - Telecommunications

Company: ServiceNow
Location: Scottsdale
Posted on: January 12, 2022

Job Description:

Company Description

ServiceNow is making the world of work

work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast

innovating faster

and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers

we serve approximately 80% of the Fortune 500

and we're on the 2020 list of FORTUNE World's Most Admired Companies. -

We 're looking for people who are ready to jump right in and help us build on our incredible momentum

our diverse

engaged workforce

and our purpose to make the world of work

work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

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,IT

Employee

Platform

CustomerWorkflowis 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 ServiceNowTelecommunicationsproducts - all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

  • Be the process expert in how to best supportby using ServiceNowTelecommunicationproducts;initially focused on Order Management

    Service Operations Management

    Service Assurance and Service Managementusing ServiceNow bestpractices
  • DrivingTelecommunications-specific process definition

    re-engineering

    improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
  • Lead customers in their efforts to take advantage of the ServiceNowTelecommunicationscapabilities in their efforts to improve theirCustomer Serviceprocesses
  • Lead customer design workshops focused on ServiceNowTelecommunicationsfunctionality
  • 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
  • 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
  • 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 process
  • Juggle multiple and complex projects/initiatives
  • Promoting continuous improvement practices for delivery/engagement materials
  • Supporting specific sales activities when required
  • Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
  • Up to 50% travel annually

    driven by customer needs and internal meetings

    Qualifications

    In order to be successful in this role

    we need someone who has:
    • At least five years of consulting experience for complex

      globalTelecommunicationsorganizations
    • Demonstrated ability to influence and consult (providing options with pros

      cons and risks) in anTelecommunicationsService Delivery / Shared Services environment

      while providing thought leadership tocustomer servicesponsors/stakeholders in solving business process and/or technical problems
    • Proven experience in defining and deploying future-statetelecommunicationsprocesses and in identifying solutions from a people

      process and technology perspective with a focused prowess on implementation of technology
    • Strong understanding with leadingTelecommunications and customer serviceand related systems and tools such asServiceNow

      Salesforce,Oracle,TM Forum

      MEF etc.
    • 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 providing Knowledge-Centered Service / Support using technologies
    • Experience in analyzing and recommendingCustomer Servicestrategies based on business priorities
    • Strong interpersonal skills

      customer-centric attitude

      ability to deal with cultural diversity
    • Proven team player and team builder
    • Certification Requirements:
      • ServiceNow Certified SystemAdministrator(required)
      • Customer Service Management (CSM)(achieved within 90 days) Fundamentals
      • Customer Service Management (CSM) Implementor(achieved within 90 days)
      • Customer Service Management (CSM) Professional Suite(achieved within 90 days)

        Additional Information

        Additional Information

        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.

        All new employees hired in the United States are required to be fully vaccinated against COVID-19

        subject to such exceptions as required by law. If hired

        you will be required to submit proof of full vaccination or have an approved accommodation

        by your start date.Visitour Candidate FAQ page to learn more.

        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.

        Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .

        Work Personas

        Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote

        Flexible or Required in Office.

        Required in Office

        A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

        Flexible

        A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state

        province

        region

        or country of employment.

        Remote

        A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office

        including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state

        province

        region

        or country of employment.

Keywords: ServiceNow, Scottsdale , Sr. Business Process Consultant, Customer Workflow Products - Telecommunications, Professions , Scottsdale, Arizona

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