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CDW offers family benefits including comprehensive fertility coverage and adoption assistance for coworkers and significant others.
Offers tuition assistance, industry recognized certifications and free online learning tools.
CDW is committed to creating a culture of diversity, equity and inclusion, where everyone feels they belong.
The Business Process Consultant will design and lead consultative interactions with customers. Connecting the solution with the impact on an organization's ability to operate with greater efficiency, effectiveness and less risk is imperative. With a diverse IT and/or Management Consulting background and knowledge of industry IT trends, the Business Process Consultant builds and develops trusted relationships as an advisor with customers, partners, and internally across ServiceNow Solutions.
Key Areas of Responsibility
Work closely with a customer to help understand their offerings, and how our solutions can help drive those initiatives
Understand business objectives, projects and problem statements of our prospects and customer
Lead business process definition, re-engineering, improvement and to-be processes during Examine Workshops with key customer sponsors and stakeholders
Develop required documentation such as process design documents, workshop presentations, use cases, workshop agenda, roles/responsibilities
Identify areas of process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks
Document and present insights and recommended solutions to meet business objectives
Define and document the impact the ServiceNow solution will have on an organization’s ability to operate and transform their business
Recommend metrics and KPI’s to quantify the impact of the solution and drive continual service improvement
Deliver a roadmap to accelerate the adoption and maturity of Enterprise Service Management
Create and present proposals including the ServiceNow product and services
Communicate the value of a Center of Excellence for the ServiceNow platform and how to manage platform demand from idea to implementation
Provide thought leadership and collaborate with internal ServiceNow Solutions teams
Identify, lead and contribute to the creation of best practices, white papers, workshops, etc.
Contribute to the continual improvement of Delivery and Advisory Services processes as well as the maturing of the different portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements
Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities
Other duties and responsibilities as assigned
Education and/or Experience Qualifications
10+ years of experience in service management, service delivery, or related field such as Human Resources, Security Operations, and Customer Service Management
At least 1 year of experience with the ServiceNow platform, ideally as a platform owner, platform manager, or product owner.
Enterprise consulting experience, including implementation experience with one or more common enterprise software solutions filling positions of increasing responsibility and management of program teams
Proven ability to communicate with all levels of the organization including technical levels, mid-level management, leadership, and executives
Experience in leading and managing business transformation for mid- to large-sized organization with demonstrated leadership driving an organizational transformation in a matrixed organization
Understanding and real-world application of a holistic view of maturity including: People, Process, and Product/Technology
Proven ability to analyze, design, and optimize business processes via technology and integration
Proven ability to manage customer expectations; negotiate solutions to complex problems with both the customer and third-party partners
Experience and demonstrated ability to promote and lead positive change in the organization
Strong presentation skills. Able to effectively present and defend point of view to a variety of audiences
Ability to communicate abstract concepts clearly to executive level management
Strong organization and facilitation skills to drive the execution of customer programs and organization strategies
A deep understanding of the ServiceNow platform to be consultative and provide customers guidance and best practices in designing their solution.
Experience designing and implementing client facing solutions involving enterprise software
Self-motivation / self-direction – capable of multi-tasking and accepting change both in tasks and schedule
Ability to handle and overcome objections in both a pre-sales and engagement delivery context
Intrinsically curious and passionate about researching current and emerging trends in IT and specific industries
Commitment to customer satisfaction and supports our brand promise and guarantee to always “make it right”
ITIL 2011 Foundation Certification required. ITIL Practitioner or Service Manager Certification preferred. Experience with other frameworks such as IT4IT, DevOps an advantage.
Ability to travel 25% of the time
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.
CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation. Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.
Backup child care
Onsite child care
CDW is a leading multi-brand technology solutions provider to business, government, education and healthcare organizations in the United States, Canada and the United Kingdom.
Our fingerprints can be found on technology in workplaces and workspaces of more than 250,000 companies, from fresh-faced startups to international conglomerates. We’ve powered record-breaking data traffic at ...