ServiceNow Business Process Consultant

Position Summary: CoreSphere is seeking a certified ServiceNow Customer Service Management (CSM) Implementation Specialist (CIS) with a proven record of success implementing and/or supporting ServiceNow CSM solutions as a lead Business Process Consultant (BPC) for a US federal client.

Must be experienced applying ServiceNow’s agile implementation methodology NowCreate.

The job requires experience and expertise successfully supporting the operations and maintenance (O&M) of a ServiceNow CSM implementation, supporting and developing enhancements, and supporting the functional activities to support the platform.

Lead business-process-related activities from planning and estimating work to execution of BPC tasks. This also includes leading scrum calls, planning/conducting workshops, eliciting and documenting requirements, documenting requirements, performing research, conduct data gathering, analyze requirements, drafting/finalizing user stories, proposing design options and recommendations, conduct proof of concept (POC) demonstrations, conduct interviews, documenting meeting results, leading knowledge transfer activities, working with other project team members, test and validate developed/configured solutions, prep/conduct of training, prepare for Go Live, and provide post-production support

Responsibilities:

• Successfully manage customer expectations and ensure tasks are estimated accurately and performed on time and on-budget with high-levels of customer satisfaction and quality
• Support the delivery Engagement Manager and client Project Manager
• Coordinate activities with client team stakeholders including technical and functional Subject Matter Experts (SMEs) as well as other project team Technical Consultants (TCs) and BPCs
• Ensure appropriate collaboration, coordination, and communications within the implementation team and with client SMEs
• Apply best practices for managing work under the task order
• Manage activities and resources to a project plan utilizing the appropriate tools (e.g., ServiceNow Project Portfolio Management (PPM) suite, SharePoint, Microsoft Project and potentially other agile tools (e.g., Jira)
• Understand and manage the Critical Path for successful project delivery and support tasks
• Lead and support project objectives, build project requirements, and manage the constraints of the project including but not limited to: cost, scope, schedule, and quality
• Communicate clearly, effectively, on time, and to the correct audience
• Manage risks and issues; be proactive and communicate effectively
• Estimate the level of effort of BPC efforts for out-of-scope work
• Identify and manage to change request process
• Ensure work is performed compliant with client and contractual policies and processes
• Draft, coordinate Weekly Status Report submissions
• Support ad hoc oral and written data calls
• Attend various program meetings with the project team members as needed

Required Skills and Experience:

• Successfully performed CSM BPC O&M and/or implementation work with other clients of similar size, scope and complexity
• Bachelor's degree in business management, project management, financial management, computer science, or related field
• At least 3 years of experience as a Business Analyst, including experience as a ServiceNow BA
• Hands-on experience working in ServiceNow in at least one module:
• o HRSD, ITSM, WSD, or GRC
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist with CSM (CIS-CSM)
• Successful and proven track record implementing ServiceNow CSM applications and other ServiceNow applications
• Minimum three (3) years of experience leading and performing BPC work primarily with CSM
• 3 years of experience in software QA testing, including Unit testing, Integration testing, Regression testing, and UAT facilitation
• Deep understanding of both waterfall and agile System Development Life Cycle (SDLC) project management methodologies, techniques, and tools
• Working knowledge and experience with CSM processes
• Comfortable working in a fast-paced technology environment working for clients
• Experience creating and maintaining Test scripts, Test data, Defect logs and reproduction steps and UAT results documentation
• Experience eliciting, analyzing, documenting business/functional requirements.
• Facilitating discovery workshops, stakeholder interviews, backlog grooming.
• Ability to write user stories, acceptance criteria, process maps, wireframes.
• Ability to translate business requirements into ServiceNow configuration.
• Knowledge of ServiceNow UI and common workflows.
• Experience in both Waterfall and Agile/Scrum environments.
• Experience developing training materials and conducting training.
• Experience creating or updating user guides, release notes, and 508-compliant documents.
• Ability to interpret user stories and acceptance criteria into test plans.
• Strong documentation skills, especially in plain-language writing for release notes.
• Ability to redact PII in screenshots per OCC requirement.
• Experience supporting remote UAT sessions and demos.

Desired Skills and Experience:

• Master’s degree in business management, project management, financial management, computer science, or related field
• Other ServiceNow implementation or developer accreditations and/or certifications
• Experience managing the operations and maintenance (O&M) of the proposed solution
• Scrum Master Certified
• ServiceNow Certified System Administrator (CSA) preferred
• Experience testing ServiceNow applications strongly preferred.
• Project Management Professional (PMP) Certified
• ITIL V3 Foundation Certified

Knowledge, Skills and Abilities (KSAs):

• Transitioning enterprise-wide services from legacy solutions to cloud-based solutions
• Leading and working as BPC on ServiceNow and other SaaS solution implementation and/or O&M projects of similar size and scope
• Implementing any/all of the following ServiceNow applications: CSM, ITSM, and/or ITBM
• Providing cross-vendor communication in a multi-vendor environment
• With business process analysis and requirements development
• With end-user engagement, communication, and training
• Planning, estimating, documenting, designing, developing, and conducting training for trainers or directly to end-users.

Professional Requirements:

• Proven successful experience and certifications implementing CSM as a BPC
• Dedicated to customer success and value-based delivery of solutions
• Strong written and oral communication skills including presentation skills
• Strong problem solving and troubleshooting skills
• Proven success in contributing to a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment

Work Authorization/Citizenship: This position requires a US Citizenship. You must be a US Citizen and have a Public Trust clearance and/or have the ability to obtain one.

Travel requirements: None

Interviews: Please be advised that CoreSphere will be confirming each applicant’s identity before the interview process begins. We will ask you to provide an official US Government issued Photo ID with scrubbed out privacy information.

Company Overview: CoreSphere, LLC is a fast-growing Salesforce Crest Partner and ServiceNow Elite Partner established in 2003 to develop state-of-the-art solutions for public and private sector organizations. We make it possible for our clients to achieve their management and IT Transformation goals through the innovative use of management techniques and information technology. Our solution focus includes Cloud and mobile solutions, Customer Relationship Management (CRM), Customer Service and Case Management, Human Resources Information Systems, Business Intelligence, Program/Project Management, Acquisition Management, and Systems Integration.

Benefits:

• Competitive Pay
• Paid Time Off
• Sick Leave
• Public Holidays
• STD/LTD
• Health and Dental
• 401(k)

Employment at CoreSphere is contingent upon clear and clean results of a thorough background check.

CoreSphere is an equal opportunity employer. All qualified applicants will be considered regardless of a person's race, color, religion, national origin, age, disability, military status, sex, gender expression or identity, or sexual orientation.