Enterprise Architecture Workflow Products Expert

2 days ago

Vienna, Virginia, United States ServiceNow Full time
Job Description

ServiceNow is a global market leader in providing 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.

The Customer Outcomes team at ServiceNow 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 ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Sr. Business Process Consultant, (SPM) Strategic Portfolio Management Workflow is the functional 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 ServiceNow SPM products – all with the goal of accelerating and driving customer business outcomes.

Key Responsibilities:

  • Be the process expert in how to best support (EA) Enterprise Architecture by using ServiceNow EA products using ServiceNow best practices focused on configuration vs. customization
  • Driving EA and CDSM specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
  • Lead customers in their efforts to take advantage of the ServiceNow SPM Solution's standard capabilities in their efforts to improve their processes
  • Lead customer design workshops focused on ServiceNow EA functionality
  • Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow 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
  • Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources
  • 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 process
  • Juggle multiple and complex projects/initiatives
  • Promoting continuous improvement practices for delivery/engagement materials
  • Supporting specific sales activities when required
  • Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
  • Up to 50% travel annually, driven by customer needs and internal meetings

Qualifications:

  • 5+ years of consulting experience for complex, global organizations
  • 7+ years of experience with Enterprise Architecture as an implementor is highly preferred (or at least in a support position for an Enterprise Architecture program).
  • Hands-on experience implementing enterprise architecture tools or platforms.
  • Familiarity with Enterprise Architecture frameworks and concepts (TOGAF, IT4IT, etc.).
  • Familiarity with architectural modeling such as ArchiMate, BPMN, and others.
  • Familiarity with ways that Enterprise Architecture can bring alignment of IT to Strategy
  • Strong CSDM, ITOM, and ITAM skills preferred
  • Desired certifications include:
    • ServiceNow Administrator
    • TOGAF or similar architecture certification
  • Proven ability to lead customer-facing projects and manage complex technical solutions.
  • Problem-solving mindset with a strong focus on customer success and delivering value.
  • Experience with cloud computing, digital transformation, and modern IT architectures is a plus.
  • Familiarity with ServiceNow's SPM products is a plus.
  • Understanding of Software development lifecycle and IT operation is a plus.
  • Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in an Enterprise Architect Service Delivery / Shared Services environment, while providing thought leadership to sponsors/stakeholders in solving business processes and/or technical problems
  • Solid experience in leading workshops and converting business requirements to configuration requirements by authoring user stories that support Agile Development
  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
  • Experience in analyzing and recommending Enterprise Architecture strategies based on business priorities
  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
  • Proven team player and team builder

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