Business Process Consultant - ServiceNow

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:

Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

Continuous professional growth and leadership opportunities.

Health, wellness, and financial benefits to offer peace of mind to you and your family.

World-class facilities and the technology you need to thrive – in our offices or yours.

Job Summary

We are a leading ServiceNow partner dedicated to helping organizations transform their business operations through innovative digital workflows and solutions. Our team of experts works closely with clients to identify opportunities, implement best practices, and maximize the value of their ServiceNow investment.

We are seeking an experienced Business Process Analyst to join our growing team. In this role, you will serve as the bridge between our clients' business needs and ServiceNow's technical capabilities. You will analyze current business processes, identify improvement opportunities, and design optimized workflows within the ServiceNow platform.

Role Description

Conduct a thorough analysis of clients' existing business processes and workflows

Facilitate discovery workshops and requirements gathering sessions with stakeholders

Translate business requirements into functional specifications for ServiceNow implementation

Design process flows and workflow diagrams using industry-standard tools

Identify process improvement opportunities to enhance efficiency and effectiveness

Develop detailed documentation of current and future state processes

Collaborate with technical teams to ensure proper implementation of designed solutions

Provide guidance on ServiceNow best practices and platform capabilities

Support user acceptance testing and process validation

Deliver training to end users on new processes and ServiceNow functionality

Behaviors and Competencies

Problem-Solving: Can proactively identify and take ownership of complex problem-solving initiatives, initiate preventative measures, collaborate with others to find solutions, and drive successful outcomes.

Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.

Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change.

Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance.

Teamwork: Can build and lead multiple teams, fostering a cooperative environment and ensuring effective communication between team members.

Self-Motivation: Can take ownership of complex personal or professional initiatives, collaborate with others when necessary, and drive results through self-motivation.

Skill Level Requirements

Proficiency in overseeing and directing projects to completion, ensuring goals are met, resources are utilized efficiently, and stakeholders are satisfied - Expert

Ability to systematically identify, document, and manage the technical needs and specifications of a project by engaging with stakeholders and analyzing business objectives to ensure successful project outcomes - Expert

Ability to define, design, build, and maintain robust systems and solutions by leveraging systems and infrastructure effectively - Expert

Ability to write, debug, and maintain code in various scripting and programming languages to automate tasks and develop software solutions - Expert

Ability to understand and manage various infrastructure components (firewalls, load balancers, hypervisors, storage, monitoring, security) and use orchestration tools to develop comprehensive technical solutions - Expert

Ability to develop detailed Statements of Work (SOWs) and drive revenue growth through professional services engagements - Expert

Extensive experience working on large scale IT projects related to design, deployment and configuration - Expert

Proficiency with ServiceNow platform and its core applications (ITSM, CSM, ITBM, etc.)

Experience with process mapping tools (Visio, Lucidchart, etc.)

Understanding of workflow automation and integration concepts

Knowledge of project management methodologies

Familiarity with data analysis and reporting tools

Other Requirements

Completed Bachelor’s Degree or relevant work experience

3+ years of experience in business process analysis, preferably in IT service management

ServiceNow certification (Certified System Administrator or higher) preferred

Strong understanding of ITIL framework and IT service management principles

Experience with process improvement methodologies (Lean, Six Sigma)

Willingness to travel occasionally

The base salary for this position is $120,000 - $160,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $150,000 - $200,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status