It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance.  As part of this diverse 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.

Within the CO team we have product expert practices that form the Expert Services group. One of these practices is the Customer Workflow team which is responsible for the implementation, advisory, best practices, innovation, and architecture for our customers and partners, focusing on IT solutions.

The Role

The Business Process Consultant within Customer Workflow, is a trusted advisor to the customer, and as such provides thought leadership, mentoring and guidance to drive the next level of ITIL process maturity.

What you get to do in this role:

• Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their CRM and ITIL processes
• Be a key member of an overall engagement team focused on delivering customer outcomes
• Lead customer design workshops
• Guiding customers in defining and refining business requirement for functional aspects of the solution
• Drafting user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Managing and communicating CRM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectations
• Contribute towards continuous improvement of leading practices
• Growing and mentoring other members of ServiceNow and the partner ecosystem
• Customer facing role with some travel within EMEA

To be successful in this role you have:

• Significant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / CRM Services environment.
• Experience in defining and deploying future-state CRM processes and in identifying solutions from a people, process and technology perspective
• Excellent communication and presentation skills
• Experience in analysing and recommending ITSM strategies based on business priorities
• Excellent interpersonal skills, customer-centric attitude and experience working with diverse team

We provide competitive compensation and generous benefits. This is a very collaborative and inclusive work environment where individuals will have an opportunity to grow their professional careers through working with some of the most advanced technologies and talented people in the business.

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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