ServiceNow Business Process Consultant - Novalink Solutions LLC

Job Summary: The ServiceNow Business Process Consultant is responsible for analyzing, designing, and implementing business processes that improve efficiency and effectiveness within CPS. This role will work closely with various departments to understand their needs, translate them into technical requirements, and ensure the successful adoption of the ServiceNow platform. The consultant will also focus on continuous improvement and optimization of existing processes. Primary Responsibilities: Process Analysis and Design: ● Analyze current business processes and workflows to identify areas for improvement. ● Design and implement optimized business processes using the ServiceNow platform. ● Develop a thorough understanding of customer requirements and assist the project team in applying industry best practices to design optimal solutions. Project Management and Implementation: ● Manage and lead ServiceNow-related projects, adhering to CPS Project Management Office (PMO) standards. ● Translate business requirements into technical specifications and design ServiceNow solutions that meet these requirements. ● Ensure the successful implementation and adoption of ServiceNow solutions across the organization. Collaboration and Communication.

Collaboration and Communication: ● Collaborate with IT teams and other departments to capture operational challenges and develop business requirements. ● Serve as a liaison between customers and the development team to ensure requirements are met. ● Communicate complex technical issues clearly to non-technical stakeholders and translate customer needs for technical teams. ● Build and maintain strong relationships with stakeholders at all levels of the organization.

Quality Assurance and Continuous Improvement: ● Perform quality assurance on implemented solutions to ensure they meet business and technical requirements. ● Develop dashboards and metrics using Business Intelligence platforms like ServiceNow Performance Analytics or Power BI. ● Support Organizational Change Management (OCM) efforts by providing information on the "to be" solutions and conducting end-user training as needed. ● Contribute to the continual improvement of delivery services processes and the maturing of varied portfolios, capabilities, expertise, and best practices. Documentation and Training: ● Document workflows and results of business analysis. ● Write stories, with acceptance criteria and functional tests, in accordance with agile best practice guidelines. ● Assist in building and delivering end-user training. Customer Success Management: ● Ensure technical deliverables to customers are complete, consistent, high quality, on time, and deliver valued outcomes. ● Build trust and establish thought leadership through publication activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc. ● Manage multiple clients with limited or no support after initial project implementation.

Knowledge, Skills, and Abilities: ● Excellent oral and written communication skills, with the ability to explain complex technical issues to non-technical people. ● Strong interpersonal, leadership, collaboration, facilitation, and negotiation skills. ● Ability to manage multiple projects simultaneously and adapt to changing business needs. ● Familiarity with Agile/Scrum methodologies and the ability to lead scrum teams. ● Proven ability to elicit project and system requirements. ● Proficient negotiation and persuasion skills, with the ability to enable win-win resolutions. ● Critical attention to detail and solid creative problem-solving skills. Certifications: ● ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist for ITSM (CIS-ITSM) or other ServiceNow certifications. ● Certified Associate in Project Management (CAPM), Project Management Professional (PMP), Agile SAFe, Scrum Master, or ITIL certification is preferred. Additional Requirements: ● Active listening skills, respecting others' points of view and taking ownership of contributing the required input while demonstrating strong communication skills (written, interpersonal, and presentational). ● Strong ownership, accountability, and attention to detail in all work efforts. ● Superior maturity, professionalism, and judgment; ability to excel with minimum supervision. ● Commitment to customer satisfaction and supporting our brand promise and guarantee to always “make it right.” Team Roles and Deliverables Our ServiceNow/ITSM team is responsible for managing the entire lifecycle of ITSM

Team Roles and Deliverables Our ServiceNow/ITSM team is responsible for managing the entire lifecycle of ITSM projects and initiatives, from initial intake through to user enablement. Our focus areas and deliverables include: 1. Intake Management: ● Role: Business Analysts and Business Process Consultants ● Deliverables: Capture and prioritize incoming requests, ensuring alignment with business objectives. 2. Feasibility Analysis: ● Role: Business Analysts and Solution Architects ● Deliverables: Assess the feasibility of requests, including technical and resource constraints, and provide detailed analysis reports. 3. Solutioning: ● Role: Solution Architects and Developers ● Deliverables: Design and propose solutions that meet business requirements, ensuring they are scalable and sustainable. 4. Development: ● Role: Developers ● Deliverables: Build and customize solutions within ServiceNow, adhering to best practices for code cleanliness and incident-free promotions. 5. User Enablement: ● Role: Business Analysts and Full-time employees (FTEs) specializing in user training and support ● Deliverables: Provide comprehensive user training, support, and enablement to ensure smooth adoption and effective use of new solutions