Role: Senior Business Analyst / Business Process Consultant ServiceNow
Location: San Jose CA
REMOTE ROLE with 20%-30% travel (expenses will be reimbursed at actuals by TCS)
The Senior Business Process Consultant works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the 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.
Key Responsibilities:
The Senior Business Process Consultant, IT and/or Customer Workflows is 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 ServiceNow Customer and Industries products 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 by using ServiceNow products using ServiceNow best practices focused on configuration vs. customization
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 ServiceNow capabilities in their efforts to improve their processes
Lead customer design workshops
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
Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers
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
Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.
Roles & Responsibilities
Analysis & Design: Analyze current state processes, identify inefficiencies, and design future-state processes within ServiceNow.
Stakeholder Engagement: Collaborate with clients, sponsors, and stakeholders to understand challenges and align solutions with business goals.
Requirement Gathering: Lead workshops to translate business requirements into functional specifications and user stories for the delivery team.
Platform Expertise: Act as a Subject Matter Expert (SME) on ServiceNow capabilities, guiding customers towards configuration over customization.
Implementation Support: Work with technical teams, provide input on testing, and support UAT and deployment.
Training & Adoption: Conduct training, provide mentorship, and support change management to ensure successful user adoption.
Documentation: Create process documentation, user stories, acceptance criteria, and functional design documents.
IT Service Management (ITSM) & ITIL processes (Incident, Change, Problem, etc.)
IT Asset Management (ITAM HAM/SAM)
IT Operations Management (ITOM)
CMDB /CSDM
Customer Service Management (CSM)
Field Services Management (FSM)
Certifications:
CIS ITSM, CIS-HAM, CIS-SAM, CIS-DF, CIS CSM or CIS FSM
CSA
ITIL v4
Experience Required: 10 & Above
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