Job description
CoreSphere is seeking an experienced, qualified, and certified ServiceNow Business Process Consultant (BPC) with both ServiceNow Operations & Maintenance (O&M) and implementation experience. Role is to serve as the ServiceNow O&M Lead BPC supporting an existing ServiceNow FedRAMP certified hosted solution for a large US Federal agency. Experience, qualifications, and certifications are listed in the minimum and preferred qualifications listed below.
Successful candidates will have demonstrated experience as a ServiceNow O&M Lead BPC across the full agile project lifecycle of activities managing ServiceNow solutions that spans multiple suites including IT Service Management (ITSM), Workplace Service Delivery (WSD), and Human Resource Service Delivery (HRSD). Discovery, and Performance Analytics, Nuvolo, and other custom applications.
Position requires leading and supporting agile O&M activities including developing and maintaining roadmaps, planning releases, eliciting requirements, grooming users stories, managing bug fixes, managing enhancements, managing backlogs, managing sprint development, configuring applications, validating design, collaborating with developers on development and testing tasks, coordinating and conducting System Testing, Integration Testing, Performance Testing, and User Acceptance Testing (UAT), training, managing deployments, and supporting post-production activities of ServiceNow solutions. This includes supporting any new solutions that are deployed to the Production environment and coordinating periodic refresh of sub-prod environments from Production.
Responsibilities:
- Serve as the lead for all business-process-related activities from planning and estimating work to execution of BPC tasks
- Successfully manage customer expectations and ensure the O&M tasks are estimated and performed on-time and on-budget with high-levels of customer satisfaction and quality
- Collaborate and support the client Project Manager, other BPCs, and project ServiceNow System Administrators (SAs), Developers, and Subject Matter Experts (SMEs)
- Coordinate efforts with customer technical and functional SMEs
- Lead business process analysis efforts from data gathering, requirements analysis, demonstrations, workshops, interviews, documenting meeting results, proposing design options and recommendations, documenting functional design specifications, working with technical developers/administrators, testing solutions, training, preparing for deployment, and providing BPC support
- Ensure appropriate collaboration, coordination, and communication between other O&M SMEs and other clients and consultants
- Apply ITIL V3 best practices for managing work under the task order
- Manage activities and resources to a release plan utilizing the appropriate tools (e.g., SharePoint, Microsoft Project Professional and potentially other agile tools like Jira and/or custom ServiceNow Change Request (SNCR) application and process)
- Understand and manage the Critical Path for successful project delivery
- Lead and support project objectives, build project requirements, and manage the constraints of the project including but not limited to cost, scope, schedule, and quality
- Manage risks and issues; be proactive and communicate effectively
- Estimate the level of effort of BPC efforts for out-of-scope work
- Support the completion of project change requests
- Ensure work is performed compliant with client and contractual policies and processes
- Prepare, coordinate and deliver Weekly Status Reports
- Prepare, coordinate and support the delivery of Monthly Performance Reports
- Support ad hoc oral and written data calls
- Attend various program meetings with the Customer and Management as needed
Minimum Qualifications:
- Bachelor’s degree in business management, project management, financial management, computer science, or related field, preferred
- At least 3 years of experience as a business analyst
- At least 2 years of experience as a ServiceNow Business Analyst or is a current ServiceNow Certified System Administrator (CSA)
- ServiceNow System Administrator certification; Other ServiceNow certifications preferred
- Experience with Nuvolo
- Working on the ServiceNow platform, in at least one of the following modules HRSD, ITSM, WSD, or GRC
- Strong communication skills with both technical and non-technical audiences.
- Eliciting, analyzing, and documenting business and functional requirements for ServiceNow.
- Experience facilitating discovery workshops, stakeholder interviews, and product backlog grooming.
- Facilitating requirements gathering sessions to create user stories
- Proficient in creating functional specifications, wireframes, process maps, and supporting UAT.
- Ability to translate business requirements into ServiceNow configuration and development needs.
- Working in a Waterfall and/or Agile/Scrum environment and support project delivery
- Developing training materials and providing trainingDeep understanding of both waterfall and agile System Development Life Cycle (SDLC) project management methodologies, techniques and tools
Preferred Qualifications:
- Master’s degree in business management, project management, financial management, computer science, or related field
- Project Management Professional (PMP) Certified
- ITIL V3 Foundation Certified
- Scrum Master Certified
- SAFe certification
- Hands-on experience working with US Federal agencies and FedRAMP environments.
Knowledge, Skills and Abilities:
- Experience leading and working as BPC on ServiceNow and other SaaS solution O&M and/or implementation projects of similar size and scope
- Experience implementing any/all of the above listed ServiceNow applications
- Experience managing the operations and maintenance (O&M) of the proposed solution
- Experience transitioning enterprise-wide services from legacy solutions to cloud-based solutions
- Experience providing cross-contractor communication in a multi-contractor environment
- Experience in business process analysis and requirements development
- Experience with end-user engagement, communication, and training
- Experience planning, designing, developing, and conducting training for end-users
- Experience managing deployments and releases
Professional Requirements:
- Working knowledge and experience with ServiceNow business processes
- Comfortable working in a fast-paced technology environment
- Willingness to submit for a US Public Trust background check
- Dedicated to customer success and value-based delivery of solutions
- Proven success in contributing to a multi-dimensional team-oriented environment
- Strong written and oral communication skills including presentation skills
- Strong problem solving and troubleshooting skills
- Proven ability to work creatively and analytically in a problem-solving environment
Work Authorization: Must be a US Citizen and authorized to work in the United States; must be able to pass a federal government background check.
Interviews: Please be advised that CoreSphere will be confirming each applicant’s identity prior to our video interviews. We will ask you to send a US Government issued Photo ID with scrubbed out privacy information.
Company Overview: CoreSphere, LLC is a fast-growing Salesforce Crest Partner and ServiceNow Elite Partner established in 2003 to develop state-of-the-art solutions for public and private sector organizations. We make it possible for our clients to achieve their management and IT Transformation goals through the innovative use of management techniques and information technology. Our solution focus includes Cloud and mobile solutions, Customer Relationship Management (CRM), Customer Service and Case Management, Human Resources Information Systems, Business Intelligence, Program/Project Management, Acquisition Management, Systems Integration.
Benefits:
- Competitive Pay
- Paid Time Off
- Sick Leave
- Public Holidays
- STD/LTD
- Health and Dental
- 401(k)
Employment at CoreSphere is contingent upon clear and clean results of a thorough background check.
CoreSphere is an equal opportunity employer. All qualified applicants will be considered regardless of a person’s race, color, religion, national origin, age, disability, military status, sex, gender expression or identity, or sexual orientation.
