Sr. Business Process Consultant, Risk & Resilience
Hiring Locations:
Addison – Atlanta – Autin – Boston – Chicago – Columbus – Dallas – Denver – Houston – Huntsville – Jersey City – Kirkland – Los Angeles – Minneapolis – Mountain View – Nasville – New York – Orlando – Philadelphia – Phoenix – Pleasnton – Portland – Releigh – San Diego – San Francisco – Santa Clara – Seattle – Vienna – Waltham – Washington, D.C. – West Palm Beach
The Company
Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.
People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
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, Risk & Resilience is the domain 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 Risk & Resilience products – all with the goal of accelerating and driving customer business outcomes.
What you get to do in this role:
Be the domain and process expert in configuring and implementing the Risk & Resilience product portfolio using ServiceNow’s leading practices focused on configuration vs. customization
Consult with organizations to drive Risk & Resilience-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 Risk & Resilience solutions’ standard capabilities in their efforts to improve their Risk & Resilience processes
Lead customer design workshops focused on ServiceNow Risk & Resilience solution functionality
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
Perform internal unit testing of the developed solution during the development stage of the engagement, in partnership with Technical Consultants
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 business process and domain
Juggle multiple and complex projects/initiatives
Promote continuous improvement practices for delivery/engagement materials
Lead pre-sales activities for specific Risk & Resilience engagement opportunities to define the engagement scope, effort, roles, and duration
Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
Up to 30% travel annually, driven by customer needs and internal meetings
Qualifications
In order to be successful in this role, we need someone who has:
Current active ServiceNow certifications:
Certified System Administrator (CSA)
Certified Implementation Specialist in Risk and Compliance (CIS-RC)
At least 5 years of Risk & Resilience (GRC, BCM, TPRM, etc.) consulting and/or practitioner experience for complex, global organizations
At least 3 years of ServiceNow Integrated Risk Management (IRM) implementation experience
Understanding of industry regulations, compliance frameworks, risk frameworks, and leading risk, compliance, and resilience standards
Demonstrated ability to influence and consult (providing options with pros, cons, and risks) related to the Risk & Resilience solutions, while providing thought leadership to Risk & Resilience sponsors/stakeholders in solving business process problems
Proven experience in defining and deploying future-state Risk & Resilience processes and in identifying solutions from a people, process, and technology perspective, with a focused prowess on the implementation of technology
Strong understanding of other competitive Risk & Resilience tools and technology
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 analyzing and recommending Risk & Resilience strategies based on business priorities
Strong interpersonal skills, customer-centric attitude, open-mindedness, and ability to deal with cultural diversity
Proven team player and team builder
