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