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, Creator Workflow will be a functional and process Source to Pay (S2P) expert on a customer engagement team – delivering implementations for this ServiceNow Solution. Consulting with procurement departments and guiding them in the endeavor of transitioning business requirements to configuration requirements for this Solution.
Although this opening is focused on finding a Supply Chain operations specialist with experience to bring to Source to Pay (S2P) engagements, this consultant may also provide consulting for customers implementing other Creator Workflow and Platform products based on configuration best practices – 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 support Procurement, Supplier Management, and Accounts Payable departments using ServiceNow best practices focused on configuration vs. customization
- Drive efforts for S2P-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 Creator Workflow Solutions standard capabilities in their efforts to improve departmental processes.
- Lead customer design workshops focused on ServiceNow Platform and Finance & Supply Chain Workflow Solution in scope of the engagement (which may include Source to Pay (S2P), HR Service Delivery, Legal Service Delivery Solution, and/or Workplace Service Delivery/Safe Workplace)
- 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 functionally-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 25% travel annually, driven by customer needs and internal meetings
I
In order to be successful in this role, we need someone who has:
- 5+ years of consulting experience for complex, global organizations
- 3+ years S2P experience
- Demonstrated ability to influence and consult (providing options with pros, cons and risks) for a Supply Chain department, while providing thought leadership to Customer sponsors/stakeholders in solving business process and/or technical problems
- An end-to-end understanding of the S2P functional areas, including Procurement, Supplier Management and Accounts Payable, and how those areas operate together to deliver a S2P solution.
- Proven experience in defining and deploying future-state S2P processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology
- Strong understanding with leading industry S2P systems and tools such as Procurify, Ariba, Coupa, Oracle, SAP, 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 recommending strategies based on business priorities
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
- Proven team player and team builder
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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
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 [email protected] 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.
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