ServiceNow Business Process Analyst

The Whole Group was purposely built to make deploying and getting value from modern SaaS products easier. Our history is rooted in building elegant and rich user, customer, and partner experiences, and building product extensions that drive and improve complex, data-dependent workflows including Sales, Service, Supply Chain & Finance. Our approach is simple – hire the best people and partner tightly with the best Platform and Product teams to design the fastest and most assured models to deliver measurable change, value, and business transformation to forward-thinking brands and organizations. 

Our Cosmos deployment framework, optimized for ServiceNow, is highly composable to assure fast deployment, rapid time to value, low technical debt, and a clear path to leveraging future Product features. The result is great user journeys, with data-driven insights and actions to get users quickly adopting and seeing real value from the Now Platform.

Our mission is to build a diverse and skilled workforce with ServiceNow, developing business domain expertise ready to shape how we work in the future. Our partnership with University and State leaders fuels this purpose-driven RiseUp collaboration. We are a people-first organization striving to simply be a company that people want to be part of. 

The Whole Group knows that a diverse team is a more effective team. The description of this role includes a lot of industry jargon and several different attributes we’re looking for; you may not have them all or understand every piece of the terminology, that’s Ok, apply anyhow!

Responsibilities

The ServiceNow Business Process Analyst will utilize your Business Process and ServiceNow expertise and experience to develop and deploy solutions for clients utilizing the ServiceNow platform. You will work as part of a collaborative team leading, mentoring, and ensuring development efforts are well documented and delivered with quality. The ServiceNow Business Process Analyst is an experienced subject matter expert who focuses on development and delivery of value-added Enterprise solutions that meet the needs of client stakeholders and users.

• Be a Functional Subject Matter Expert on the implementation of applications on the ServiceNow platform. 
• Be a lead member of the overall implementation project team.
• Drive process definition, improvement, engineering, and gap analysis of current vs. future processes.
• Identify solutions from a people, process and technology perspective during workshops with key client sponsors and stakeholders, generating the required outputs to the level required for the subsequent stages of the engagement.
• Provide guidance on and deliver successful implementation of the to-be processes in partnership with other members of the project team, including industry partners working as part of the same project team.
• Identify areas of business process improvement (efficiency, effectiveness, and experience) and recommend solutions that detail pros, cons, and risks.
• Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their associated processes.
• Serve as a liaison between client and technical implementation team.
• Create and update required documentation such as workshop agendas, stories, test cases, process guides, and flow diagrams.
• Ensure process-related deliverables to clients are complete, consistent, high quality, timely, and deliver intended outcomes.
• Promote continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities.
• Collaborate and contribute to the creation, deployment, and maintenance of process best practices and standards.
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.

Experience

• 3+ years experience with ServiceNow platform with experience in at least 2 modules or 5+ years experience in a related platform with ServiceNow certification.
• 3+ years experience in management consulting, process design, or product management.
• Experience leading and executing complex strategic and operational initiatives at large organizations.
• Advanced presentation skills, including the creation and delivery of professional product demonstrations.
• Ability to confidently facilitate client workshops, clearly communicate process recommendations, and manage stakeholder engagement (in person or virtually).
• Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks.
• Strong problem-solving and critical-thinking skills, with the ability to identify issues, propose solutions, and drive process improvements and decisions.
• Proven consulting experience leading the analysis and documentation of as-is processes and definition and deployment of to-be processes and solutions in client environments.
• Consultative skills for software service delivery to lead clients to improve their processes and organizational models.
• Strong communication skills (both written and verbal); technical writing experience.
• Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box.
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions during project delivery.
• Knowledge of and experience in Agile methodologies, including creation of user stories.
• Knowledge of and experience in two or more of the following business and systems analysis techniques: Business Process Modeling (BPM), Use Case Modeling, Functional and Non-functional Requirements Analysis, or Gap Analysis.
• Strong interpersonal skills, client-centric attitude, ability to deal with cultural diversity.
• Proven team player and team builder.
• ServiceNow Certified Implementation Specialist (CIS) in one or more module and/or Certified System Administrator (CSA) certification.
• Business analysis certification, such as Certified Business Analysis Professional (CBAP) preferred.
• Experience or certification in Organizational Change Management preferred.
• Experience in developing or delivering user training preferred.