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IBM ServiceNow Business Process Analyst in New York, New York


IBM Application Consultants work directly with our clients on key initiatives. You will have the opportunity to build an in-depth understanding of their business issues and implement organizational strategies that drive adoption of change. We are looking for experts who can build credibility and trust with our clients and provide knowledge that addresses individual and unique business needs.

Your Role and Responsibilities

The ServiceNow Business Process Analyst will be responsible for working directly with clients in defining business process. He/She will focus primarily on CSM, ITSM and PPM processes, and the best way to leverage the ServiceNow modules to fulfill the client’s needs and support best practices.

Role and Responsibilities

  • Driving specific process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders

  • Understanding client business processes and service needs and working with the client to demonstrate how ServiceNow modules will support these processes

  • Provide guidance to the client and to ServiceNow technical resources in the implementation of the to/be processes. Advise on all things functional and operationally related to ServiceNow implementation projects

  • Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks

  • Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their processes

  • Conduct Discovery workshops and serve as functional lead throughout the lifecycle of engagements

  • Leads development of business process story / requirement gathering. Develop and maintain design workbooks, process documentation and ServiceNow Agile stories

  • Completing, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations, gap analysis reports

  • Plays an active role in configuring the solution and supporting the technical team for any custom development required

  • Managing and communicating process and business requirements ensuring that the proposed solutions meet the customer's expectations

  • May also assist and sometimes lead test plan development and execution

  • Supports Organizational Change Management (OCM) efforts by providing information on the “to be” solution

  • Assisting in development of project plans and enablement training of the client

  • Providing training and mentoring to other members of the services team

Required Technical and Professional Expertise

  • 5 - 10 years of ServiceNow experience with progressively higher levels of responsibility.

  • Telco (telecommunication) Industry & Business Process knowledge

  • 3+ years of ServiceNow CSM and ITSM tool experience and adept with various OOB features, workflows and integrations

  • Proven experience in defining and deploying CSM and ITSM processes

  • Solid experience in requirements gathering and process documentation

  • Excellent communication skills with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)

  • Strong analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data

  • Ability to influence and consult while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems

  • Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity

  • CSM, ITSM, ITBM certified (At least 2 if not all 3)

Preferred Technical and Professional Expertise


About Business Unit

IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

Your Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.