Sr Business Process Consultant - ServiceNow Solutions - Digital Velocity
Virtual - Illinois, United States
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.
The Senior Business Process Consultant will design and lead consultative interactions with customers. Connecting the solution with the impact on an organizations ability to operate with greater efficiency, effectiveness and less risk is imperative. With a diverse IT and/or Management Consulting background and knowledge of industry IT trends, the Senior Business Process Consultant builds and develops trusted relationships as an advisor with customers, partners, and internally across ServiceNow Solutions.
Key Areas of Responsibility
Work closely with a customer to help understand their offerings, and how our solutions can help drive those initiatives
Understand business objectives, projects and problem statements of our prospects and customer
Lead business process definition, re-engineering, improvement and to-be processes during Examine Workshops with key customer sponsors and stakeholders
Develop required documentation such as process design documents, workshop presentations, use cases, workshop agenda, roles/responsibilities
Identify areas of process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks
Document and present insights and recommended solutions to meet business objectives
Define and document the impact the ServiceNow solution will have on an organizations ability to operate and transform their business
Recommend metrics and KPI’s to quantify the impact of the solution and drive continual service improvement
Deliver a roadmap to accelerate the adoption and maturity of Enterprise Service Management
Create and present proposals including the ServiceNow product and services
Communicate the value of a Center of Excellence for the ServiceNow platform and how to manage platform demand from idea to implementation
Provide thought leadership and collaborate with internal ServiceNow Solutions teams
Remain engaged with customers post sales and ensure successful transition from sales to enablement
Identify, lead and contribute to the creation of best practices, white papers, workshops, etc.
Contribute to the continual improvement of Delivery and Advisory Services processes as well as the
maturing of the different portfolios, capabilities, expertise, and best practices in consideration of
customer needs and requirementsProvide mentorship and guidance to other members of the team
Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities
Other duties and responsibilities as assigned
Education and/or Experience Qualifications
10+ years of experience in service management, service delivery, or related field such as IT, Human
Resources, Security Operations, and Customer Service ManagementAt least 2 years of experience with the ServiceNow platform, ideally as a platform owner, platform manager, or product owner.
ServiceNow Certified Implementation Specialist certification in CSM, HR or SPM.
Required Qualifications
Extensive enterprise consulting experience, including implementation experience with one or more
common enterprise software solutions filling positions of increasing responsibility and management of
program teamsAdditional experience in one of the following product lines: CSM, HR, ITBM, ITOM, Performance Analytics, SecOps, or Software Asset Mgmt.
Proven ability to communicate with all levels of the organization including technical levels, mid-level
management, leadership, and executivesDemonstrated experience with leading teams and complex projects
Experience in leading and managing business transformation for mid to large sized organization with
demonstrated leadership driving an organizational transformation in a matrixed organizationAbility to guide and coach leadership teams and executives with transformational efforts
Understanding and real-world application of a holistic view of maturity including: People, Process, and
Product/TechnologyFamiliarity with Organizational Change Management methodologies and approaches
Proven ability to analyze, design, and optimize business processes via technology and integration
Manage customer expectations; negotiate solutions to complex problems with both the customer and
third-party partnersDeep experience and demonstrated ability to promote and lead positive change in the organization
Strong presentation skills. Able to effectively present and defend point of view to a variety of audiences
Ability to communicate abstract concepts clearly to executive level management
Strong organization and facilitation skills to drive the execution of customer programs and organization strategies
A deep understanding of the ServiceNow platform to be consultative and provide customers guidance and best practices in designing their solution.
Experience designing and implementing client facing solutions leveraging involving enterprise software
Is self-motivated / self-directed – capable of multi-tasking and accepting change both in tasks and
scheduleAbility to handle and overcome objections in both a pre-sales and engagement delivery context
Intrinsically curious and passionate about researching current and emerging trends in IT and specific
industriesCommitment to customer satisfaction and supports our brand promise and guarantee to always “make it
right”PMI certification and/or experience working in a Project Management Office
Ability to travel 25% of the time
Preferred Qualifications
Degree or equivalent, preferably in Computer Science or Information Technology, and proven
experience in technical consulting roles.ITIL Practitioner or Service Manager Certification preferred. Experience with other frameworks such as IT4IT, DevOps, an advantage.
Pay range: $136,364 - $187,273 depending on experience and skill set
Annual bonus target of 10%, subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials
We make technology work so people can do great things.
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
ApplyJob Profile
- Deliver roadmaps
- Design consultative interactions
- Develop documentation
- Documentation
- Identify process improvements
- Lead business process definition
- Project management
- Provide mentorship
- Recommend solutions
- Technical consulting
Advisory services Analytics Best Practices Business Process Improvement Change Management Consultative Selling Consulting Customer Satisfaction Customer service Customer Service Management DevOps Documentation Enterprise Service Management Information Technology Integration IT Leadership Management Mentorship Metrics and KPIs Multi-tasking Organizational Pre-sales Presentation Process design Process Improvement Project Management Sales Security Service Delivery Service Management ServiceNow Software Solutions Stakeholder engagement Technical Technical Consulting Technology solutions Thought Leadership
Experience10 years
EducationBusiness Computer Science Engineering Equivalent Information Technology Related Field
CertificationsCSM HR ServiceNow Certified Implementation Specialist SPM
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9