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ServiceNow, Inc. Senior Business Process Consultant, Customer Workflows in München, Germany

Job Title: Senior Business Process Consultant Location(s): Frankfurt, Germany


Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.


ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

Come join the Customer Outcomes Customer Workflow team and work with a talented group of consultants building out next generation solutions for ServiceNow’s customers. This team is responsible for the Implementation, advisory, best practices, innovation and architecture for our customers and partners, focusing on Customer and Field Service solutions.

What you get to do in this role:

The Customer Outcomes Business Process Consultant is responsible for designing and delivering business processes, built on ServiceNow, to achieve customers’ desired business outcomes. The Business Process Consultant develops and maintains thought leadership and deep subject matter expertise related to the processes enabled by ServiceNow product.

  • Applies ServiceNow knowledge and Customer and Field Service management domain expertise in customer engagements to deliver optimum business processes

  • Design, build and deploy efficient solutions based on ServiceNow Customer Workflow product, implementation methodology and best practices, ensuring that it meets the customer's expectations

  • Drafts user stories and train customers to create their own user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them

  • Contributes actively to best practices, standards, and thought leadership

  • Provides feedback to product development to improve the product based on experiences gained with customers and partners

  • Be the Subject Matter Expert on CSM / CRM best practices, including the Field Services Management (FSM)

  • Drive the continuous improvements of our implementation methodology and service offerings based on client experiences

  • Lead customers in their efforts to take advantage of the ServiceNow CSM functional capabilities and in their efforts to improve their CSM processes

  • Completes, develops and improves documentation such as process flows, roles/responsibilities, workshop agendas, presentations

  • Up to 50% travel annually

In order to be successful in this role, we need someone who has:

  • BA/BS or equivalent

  • Minimum 7 years of related work experience; OR advanced degree without experience; OR equivalent work experience

  • Creative, high energy, entrepreneurial self-starter comfortable running initiatives and program independently within a “start-up paced” environment

  • Drive complex issues through analysis and resolution

  • Solid experience in requirements gathering, including experience in creating process documentation

  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions during project delivery

  • Thrive in working collaboratively and cross-functionally

  • Operates independently with limited guidance and identifies new opportunities

  • Excellent written and verbal communication skills

  • ServiceNow certifications for CSM or FSM are a benefit

  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills required to lead workshops and customer meetings

  • Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity

  • Proven team player and team builder

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or for assistance.