Principal Business Process Consultant - Call Centers

Company Description
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 - ServiceNow 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.
Job Description
About Us: ServiceNow is a leader in digital transformation, helping organizations streamline operations and deliver exceptional experiences. We are experts in leveraging ServiceNow's powerful platform to drive business value, and we are looking for a passionate and strategic thinker to join our team as a ServiceNow Business Process Consultant with Call Center experience. If you have experience with Salesforce Service Cloud and are ready to expand your expertise, this is the perfect opportunity to transition your skills and make a real impact.
Job Overview: As a ServiceNow Business Process Consultant, you will play a crucial role in designing and implementing innovative business solutions that meet our clients' needs. You will work closely with stakeholders to understand their strategic objectives, document business requirements, and guide the delivery of transformative ServiceNow implementations utilizing your experience and knowledge with call center transformations. This role is perfect for a seasoned Salesforce Service Cloud professional looking to take the next step in their career with ServiceNow.
Key Responsibilities:
Consult and Advise: Engage with senior business leaders to understand their goals and challenges, providing expert advice on how ServiceNow can optimize their operations.
Solution Design: Design end-to-end solutions using ServiceNow that align with business requirements, focusing on Call Center transformations and automation.
Requirements Gathering: Lead workshops to gather and document business requirements, translating them into functional specifications and user stories.
Process Improvement: Analyze current processes and workflows to identify areas for improvement and automation using the ServiceNow platform.
Cross-Functional Collaboration: Work closely with IT, operations, and business stakeholders to ensure that solutions are aligned with business needs and are implemented effectively.
Change Management: Support clients in navigating change by creating adoption strategies and training plans, ensuring seamless transitions to new processes.
Thought Leadership: Stay up-to-date with the latest ServiceNow capabilities, trends, and best practices, sharing knowledge with the team and clients.
Qualifications
Salesforce Service Cloud Expertise: Proven experience as a Business Architect, Solution Architect, or Consultant in Salesforce Service Cloud with a strong understanding of service management and customer service processes.
Call Center Implementation Experience: Knowledge and track record of delivering transformative solutions for call centers with an understanding of industry trends, pain points and processes.

• Strong Understanding of the industry and specific knowledge including system architecture, security, use cases, workflows, personas, industry standards, compliance and regulatory requirements typically found in the ecosystem

• Experience with telephony technologies, functionality and industry trends including call routing, skills, workforce management, integrations, and artificial intelligence.

ServiceNow Knowledge: Familiarity with ServiceNow, especially in Customer Service Management (CSM) or IT Service Management (ITSM), is a plus. Willingness to learn and become certified in ServiceNow if not already.
Consultative Mindset: Strong problem-solving skills with the ability to think strategically and drive complex projects from concept to completion.
Stakeholder Management: Excellent communication skills with the ability to engage and influence stakeholders at all levels.
Technical Acumen: Understanding of integration, data models, and process automation, with the ability to communicate technical concepts to non-technical audiences.
User Experience: Ability to deliver solutions that provide best in class user experience with a focus on ease of use, logical process flows, accessibility and productivity.
Analytical Skills: Experience in analyzing business processes, creating workflow diagrams, and documenting requirements in a clear and concise manner.
Certifications: Salesforce certifications (such as Service Cloud Consultant) required. ServiceNow certifications (like CSA or CIS-CSM) are highly preferred.
Why Join Us?
Innovative Projects: Work on cutting-edge ServiceNow implementations that transform businesses.
Career Growth: Transition your Salesforce skills into the world of ServiceNow, with opportunities for training, certifications, and career advancement.
Collaborative Culture: Join a team of passionate experts who are committed to delivering value and excellence.
Competitive Compensation: Enjoy a competitive salary, comprehensive benefits, and a flexible work environment.
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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