Sr. Business Analyst​/Process Consultant, HR and Workplace Service Delivery Solutions

Job Title:

Sr. Business Process Consultant, Service Now HR and Workplace Service Delivery Solutions

The Role A Business Process Consultant (BPC) for Service Now is a functional and process expert in the Service Now Expert Services Team on customer engagement teams – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements for a selection of the Service Now Core Business Services Products (which includes HR Service Delivery (HRSD), Workplace/Facilty Service Delivery (WSD), Employee Service Management Solutions, and Legal Service Delivery (LSD)) – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

· Be the process expert for HR, Workplace/Facility and/or Legal departments using Service Now products and Service Now best practices focused on configuration vs. customization, to drive business outcomes

· Driving HR, Workplace/Facility and/or Legal-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders

· Lead customers in their efforts to take advantage of the Service Now Solution’s standard capabilities in their efforts to improve their processes

· Lead customer design workshops focused on Service Now Platform and Solution functionality

· Own support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using Service Now standard materials and collateral

· Guide customers in completing required documentation such as business requirement workbooks for functional aspects of the solution

· Draft persona-based and functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them. The BPC owns the lifecycle of all user stories workflow in engagements - from draft to completion.

· Guide and advocate for the customer’s needs throughout the engagement

· Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources

· 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 process

· Juggle multiple and complex projects/initiatives

· Promote continuous improvement practices for delivery/engagement materials

· Support specific sales activities when required

· Provide training and mentoring to other members of the Service Now delivery team and partner ecosystem upon request

· Up to 50% travel annually, driven by customer needs and internal meetings

· Must be a Canadian Citizen, with ability to obtain and maintain a Canadian security clearance (if required for a project)

· At least 8+ years of consulting experience for complex, global organizations in the HR, Workplace/Facility & Legal operations/technology departments (e.g., HRIS, Legal Operations, Space Management, etc.)
· Must hold Service Now certifications such as a current Service Now Certified System Administrator (CSA) certification, HR Professional Suite Certification, Workplace Service Delivery Accreditation, Legal Service Delivery Acceditation, Certified Application Developer certification as well).

· Demonstrated ability to influence and consult (providing options with pros, cons and risks) in HR, Workplace/Facility Service Delivery and/or Legal organizations, while providing thought leadership in solving business process and/or technical problems

· Proven experience in defining and deploying future-state processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology

· Strong understanding with leading HR, IWMS (Integrated Workplace Management System), and/or Legal and related systems and tools such as Workday, Oracle / People Soft, SAP Success Factors, Ulti Pro, Infor, IBM Maximo/TRIRIGA, Nuvolo, etc.

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