ServiceNow Business Process Consultant

About DXC Technology

DXC Technology (NYSE: DXC) empowers global companies to operate their mission-critical systems and processes while actively modernizing IT, optimizing data architectures, and ensuring robust security and scalability across public, private, and hybrid cloud environments. The world’s leading companies and public sector organizations depend on DXC to implement services throughout the Enterprise Technology Stack, driving enhanced performance, competitiveness, and customer experience. Discover more at DXC.com.

This role is remote with up to 50% travel to client locations. Candidates situated within 25 miles of a DXC office are required to work onsite two days per week.

Key Responsibilities

• Expert Workshop Facilitator: Lead structured, dynamic, and interactive workshops, guiding clients through complex processes and configurations. Organize and conduct sessions to ensure clear understanding and alignment on project objectives, facilitating in-depth discussions on process design, requirements gathering, and ServiceNow configuration.
• Advanced ServiceNow Expertise: Apply deep knowledge of the ServiceNow platform, particularly in IT Service Management (ITSM) and IT Asset Management (ITAM). Additional certifications in IT Operations Management (ITOM), Customer Service Management (CSM), IT Business Management (ITBM), and Security Incident Response (SR) modules are a plus. Thoroughly understand platform capabilities and leverage them to meet client needs effectively.
• Best Practice Implementation: Deliver solutions that adhere to industry best practices, ensuring scalability, maintainability, and alignment with customer goals. Regularly advise clients on optimizing their ServiceNow configuration for long-term success.
• Strong Consulting Skills: Combine strategic thinking with practical execution, effectively bridging the gap between technical solutions and business requirements. Simplify complex technical concepts for diverse audiences.
• Customer-Centric Configuration Leadership: Expertly facilitate customer collaboration to drive configuration decisions. Ensure client engagement throughout the process, confidently guiding them through configuration activities with precision and clarity.
• Exceptional Organizational Skills: Manage multiple projects, workshops, and configurations simultaneously, maintaining focus on client objectives and timelines. Coordinate activities with high organization, bringing structure and efficiency to engagements.
• Establish Client Relationships: Serve as a trusted advisor, building strong client relationships by demonstrating deep ServiceNow knowledge and aligning solutions with their business strategies.
• Lead Requirements Gathering: Drive requirements gathering sessions and translate business and functional needs into actionable ServiceNow configurations, leading clients through the decision-making process.
• Perform Gap Analysis: Conduct thorough gap analysis on existing business processes, systems, and data, offering forward-looking solutions that enhance ServiceNow platform adoption and operational maturity.
• Develop Process Documentation: Create and maintain process documentation adhering to DXC best practices, ensuring clear communication of solutions and processes to both clients and internal teams.
• Collaborate on Risk Management: Work closely with the Engagement Manager and project teams to manage risks, define priorities, and maintain project timelines.
• Provide Project Updates: Deliver ongoing project updates, addressing potential timeline issues or risks that could impact project delivery, while effectively managing client expectations.
• Drive Organizational Change: Lead the development of organizational change management strategies to drive ServiceNow adoption and optimize business processes.
• Stay Updated on ServiceNow Technologies: Maintain current knowledge of ServiceNow technologies and incorporate the latest features into workshop materials and solution designs.
• Assist in Scoping New Opportunities: Aid in scoping and defining new opportunities, ensuring all deliverables align with client and DXC expectations.
• Deliver Client Training: Facilitate client training, ensuring end users are fully equipped to maximize their use of the ServiceNow platform.

Mandatory Qualifications

• Mandatory ServiceNow Certifications: CSA, ITSM.
• 3+ years of ServiceNow process consulting experience, including leading workshops and driving ServiceNow configuration decisions.
• Expertise in ServiceNow solution design across key modules such as ITSM, ITAM, ITOM, HRSD, and CSM, ensuring best practice alignment.
• 3+ years in gap analysis and requirements gathering, translating process gaps into actionable ServiceNow configurations.
• Strong communication and presentation skills, effectively conveying technical concepts to diverse audiences.
• ServiceNow Certified System Administrator with advanced knowledge of platform administration, configuration, and workflows.
• Experience in organizational change management, developing strategies for successful ServiceNow adoption.

Preferred Qualifications

• Excellent interpersonal skills to lead and manage client relationships effectively.
• Certifications in key ServiceNow modules, including ITSM, ITOM, ITAM, HRSD, SPM, SOM, or CSM.

Work Environment and Requirements

• This is a remote position.
• Up to 50% travel may be required.
• Candidates must be legally authorized to work in Canada without the need for sponsorship now or in the future.

Key Skills/Competency

• ServiceNow Platform
• IT Service Management (ITSM)
• IT Asset Management (ITAM)
• Process Consulting
• Workshop Facilitation
• Requirements Gathering
• Gap Analysis
• Solution Design
• Client Relationship Management
• Organizational Change Management