ServiceNow Process Lead Consultant

A leading Independent IT Infrastructure and Services Consultancy are looking for a ServiceNow Process Lead Consultant

3-month contract initially, to start ASAP

Remote Role with potential customer travel

Outside IR35

ServiceNow Process/Lead Consultant required to join a ServiceNow Centre of Excellence.

A team of highly skilled Architects, Project Managers, Lead/Business Process Consultants and Technical Consultants responsible for maximising the benefits of the ServiceNow Platform

An Elite ServiceNow partner with experience from hundreds of enterprise deployments of ServiceNow, enabling customers achieve successful transformation outcomes.

Overview

Lead and advise customers through their ServiceNow journey, designing tailored solutions in collaboration with technical and project teams.

Operate with autonomy, managing priorities and delivering work within agreed timelines while reporting to the Head of Lead Consulting.

Contribute to internal ServiceNow communities, sharing platform knowledge and best practices.

Hold relevant ServiceNow certifications and ITIL Foundation accreditation, with deep expertise in ITSM and at least one additional ServiceNow area and 3-5 years of experience in similar roles

Mentor junior consultants and support the Solution Consulting team with strategic guidance and platform insights.

Communicate effectively with stakeholders at all levels, staying current with ServiceNow developments and applying insights to customer engagements.

Key Accountabilities and Responsibilities

Providing advice and guidance to the customer on the best approaches for implementing ServiceNow in terms of:

ITIL best practice

ServiceNow best practice

Industry trends and use of ServiceNow

Providing business analysis to understand and document customer requirements

Conduct process workshops to:

Establish current customer requirements and review any solutions already considered to meet the customer's business needs

Finalise the requirements and agree the best approach for subsequent implementation of ServiceNow

On smaller projects, where a separate Project Manager has not been assigned, is also responsible for:

Managing project tasks and timelines

Project progress meetings with the customer

Providing a single point of contact between the customer and internal esources

Working closely with the Technical Consultants, responsible for the delivery of the solution, to ensure that what they deliver meets the requirements confirmed with the customer

Adopting and conforming to company standards and policies

Leading Sprint review "show and tell" workshops

Executing the functional testing prior to UAT, leading UAT review meetings, and supporting go-live and early life support

Working with the Project Manager on the sales to delivery handover

Participating in internal ServiceNow communities and other knowledge sharing activities

Ensures the department meets SLA, KPI and OLA performance targets

Maintains & improves stakeholder satisfaction levels

Understands and adheres to policies and procedures