Senior Business Process Consultant

**Location**: Madrid, Spain

**Position**: Senior Business Process Consultant

The Senior Business Process Consultant provides expertise in assessing, documenting, and designing business processes and workflows in both “as-is” execution and “to-be” design. They understand the process and workflow capabilities of ServiceNow and are experts in recreating process designs in the platform. They provide advice and guidance to senior management on operations, strategic initiatives, business process improvement, outcomes, and implementation plans for ServiceNow suites or technical change initiatives based on best practices and industry standards.

Through research, business knowledge, project management, change management, and business process improvement expertise, you will guide senior management in decision-making, problem-solving, and direction. In this role, you will also determine business and technical improvement opportunities that will increase operational effectiveness and deliver value to the business by using ServiceNow.

**What you get to do in this role**:

- Drive process definition, re-engineering, improvement, and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders.
- Develop required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, and roles/responsibilities.
- Promote continuous process improvement practices through process metrics/KPIs, dashboards, and role accountabilities.
- Manage and communicate security processes and business requirements to the implementation team as a bridge to ensure that the proposed solutions meet the customer’s expectations.
- Provide training and mentoring to other members of the services team.
- Provide hands-on assistance with the detailed design and implementation phases for security engagements.
- Aid in the continuous improvement of our implementation methodology and service offerings based on customer, field, and partner feedback/experiences.
- Assist delivery teams in resolving critical path issues and challenges during engagements.
- Provide support, mentoring, and training to peers and partners.
- Build out and maintain product-service solutions.
- Support scoping engagements with prospective customers.
- Stay current on product developments/releases required for new service solutions.
- Stay current on competitive analyses and understand differentiators between the company and its competitors.

**Required experience & skills**:

- A bachelor’s degree, preferably an MBA.
- 8+ years of consulting experience in ServiceNow-related process and tool implementation projects.
- 8+ years of experience in process definition, improvement, and re-engineering.
- 8+ years of experience developing requirements documentation, project artifacts, and process documents.
- 5+ years leading digital transformation or technical systems management.
- Solid experience in requirements gathering, including experience in creating process documentation.
- Excellent communication skills (both written and verbal) with strong presentation and facilitation skills required to lead workshops and customer meetings (proficiency in Visio, Word, PowerPoint, or similar tools).
- Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to ServiceNow sponsors/stakeholders in solving business processes and/or technical problems during project delivery.
- Demonstrated commitment to customer satisfaction and ensuring actions contribute towards a positive experience by the customer.
- Strong interpersonal skills, customer-centric attitude, and ability to deal with sensitivity to cultural diversity, including organizational and geographical cultural barriers to change.
- Proven team player and team builder.
- Knowledge of other frameworks, such as COBIT.
- Knowledge and experience in Agile methodology, including the creation of stories preferred.
- Ability to balance short-term goals with long-term strategies.
- Comfortable leading digital transformation workshops and requirements gathering sessions, including presenting to leadership and large groups.
- Fluent in both Spanish and English (spoken and written) - Spain-based, Madrid is a plus.

**Required Certifications**:

- ITIL v3 or v4 Certified
- ScrumMaster Certified
- Scrum Product Owner Certified
- ServiceNow System Administrator Certified
- Hold 2+ SN CIS certifications

**About Volteo Digital**:
Volteo Digital is a global consulting firm that provides expert-led, end-to-end implementation and consulting services, nearshore managed services, training programs, and ServiceNow-authorized talent placement to help clients maximize their investment in the ServiceNow Platform.

**Mission**:
To enable our customer’s success through the business transformation of their work, one workflow at a time, while we create meaningful, life-changing opportunities for every Volteo Digital employee.