Sr. Business Process Consultant, Risk & Resilience Expert Services

Sr. Business Process Consultant, Risk & Resilience Expert Services

• Full-time
• Employee Type:
  Regular
• Region: AMS - North America and Canada
• Work Persona:
  Flexible or Remote

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in‑between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Customer Outcomes team at Service Now works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the Service Now platform by getting them to see the value of their Service Now investment.

The Sr. Business Process Consultant, Risk & Resilience is the domain and process expert of a customer engagement team – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the Service Now Risk & Resilience products – all with the goal of accelerating and driving customer business outcomes.

• Be the domain and process expert in configuring and implementing the Risk & Resilience product portfolio using Service Now’s leading practices focused on configuration vs. customization
• Consult with organizations to drive Risk & Resilience‑specific process definition, re‑engineering, improvement, and gap analysis of current/future‑state processes during workshops with key customer sponsors and stakeholders
• Advise customers in their efforts to take advantage of the Service Now Risk & Resilience solutions’ standard capabilities in their efforts to improve their Risk & Resilience processes
• Lead customer design workshops focused on Service Now Risk & Resilience solution functionality
• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using Service Now standard materials and collateral
• Guiding customers in completing required documentation, such as business requirement workbooks for functional aspects of the solution
• Drafting more functionality‑focused user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them
• Guides and advocates for the customer’s needs throughout the engagement
• Perform internal unit testing of the developed solution during the development stage of the engagement, in partnership with Technical Consultants
• 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 business process and domain
• Juggle multiple and complex projects/initiatives
• Promote continuous improvement practices for delivery/engagement materials
• Lead pre‑sales activities for specific Risk & Resilience engagement opportunities to define the engagement scope, effort, roles, and duration
• Provide training and mentoring to other members of the Service Now delivery team and partner ecosystem…