Area(s) of responsibility

• Design, build and deploy business outcome driven solutions focused on designing processes which solve customer problems, are repeatable, accelerate value and employ process best practices and standards
• Drives ITSM process definition, re-engineering, improvement and gap analysis of current/to-be processes. Identifies solutions from a people, process and technology perspective during workshops with key customer sponsors and stakeholders, generating the required outputs to the level required for the subsequent stages of the engagement
• Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
• Managing and communicating ITSM process and business requirements ensuring that the proposed solutions meet the customer's expectations
• Provide guidance and deliver successful implementation of the to/be processes in partnership with other members of the project team
• Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their ITSM processes
• Completing, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations, gap analysis reports
• Ensuring process related deliverables to Customer Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes
• Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities
• Invest and maintain expertise in ITSM product process capabilities, features and complimentary processes
• Collaborate and contribute to the creation, deployment and maintenance of process best practices and standards
• Active participant and contributor and thought leader in Communities of Excellence (in Community) that provides mentoring, implementation support, maturity maps and continual improvements
• Build Trust and Establish Thought Leadership through Publication Activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc.
• Contribute to the continual improvement of Global Delivery and Practice business processes as well as the maturing of the ITSM practice portfolio, capabilities, expertise and best practices.
• Provide feedback Loop into BU product teams for continual improvement of product process, OOB capabilities, features and interoperability in consideration of customer needs and requirements
• Achieve ITSM Practice and Individual KPI’s and Metrics as defined
• Juggle multiple and complex projects and initiatives

• Proven consulting experience leading the definition and deployment of 'to be' ITSM processes/solutions in client environments.
• Solid experience in requirements gathering, including experience in creating process documentation
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills required to lead workshops and customer meetings (proficiency in Visio, Word and PowerPoint)