- Company Name
- Ondaro (formerly Cask NX)
- Job Title
- ServiceNow Business Process Consultant (CSM)
- Job Description
-
**Job Title:** ServiceNow Business Process Consultant (CSM)
**Role Summary:**
Consultative professional who partners with customers to analyze, design, and implement business processes on the ServiceNow platform. Leads workshops, delivers recommendations, and ensures alignment between client needs and project delivery while advocating best‑practice solutions and supporting release, upgrade, and training activities.
**Expectations:**
- 3+ years of hands‑on ServiceNow experience (including CMDB, SACM, CSM).
- 5+ years in professional services or consulting environments.
- 7+ years of overall IT and business functional experience.
- Proven ability to lead geographically dispersed teams and drive outcomes with minimal supervision.
- Strong written and verbal communication; capable of translating technical concepts for business stakeholders.
- Agile methodology proficiency.
**Key Responsibilities:**
- Facilitate customer workshops to capture functional requirements and business challenges.
- Produce and present findings, recommendations, and strategic advice.
- Design, develop, and implement ITIL processes and ServiceNow extensions (data model, CMDB, SACM, etc.).
- Evaluate new ServiceNow features; deliver analysis and adoption guidance.
- Coordinate release schedules, product upgrades, and technology deployments.
- Review and refine design artifacts, test scenarios, and test cases; ensure quality assurance.
- Lead UAT sessions, create UAT materials, and validate results with users.
- Plan, develop, and deliver client training programs.
- Contribute to product roadmap planning and continuous improvement initiatives.
- Mentor junior team members and define assignment objectives.
**Required Skills:**
- Deep expertise in ServiceNow (development, configuration, data model, ITIL modules).
- Business process analysis and design (functional mapping, workflow optimization).
- Agile project delivery tools (e.g., Scrum, Kanban, JIRA).
- Strong problem‑solving, strategic thinking, and decision‑making abilities.
- Excellent stakeholder management and cross‑functional collaboration.
- Ability to produce high‑quality documentation, presentations, and training materials.
- Experience with on‑shore/off‑shore team coordination.
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field (or equivalent experience).
- ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist – CSM, Certified Application Developer) preferred.
- ITIL Foundation or higher certification desirable.