Business Process Consultant

En Criteria Recursos Humanos somos especialistas en aportar soluciones para potenciar el capital humano de nuestras empresas cliente, entendiendo sus necesidades y ayudándolas a sacar el máximo potencial a sus capacidades.

Somos un grupo de profesionales comprometidos y comprometidas, que trabajamos cada día con ilusión. Hacemos nuestros los objetivos de nuestras empresas cliente y nos esforzamos con entusiasmo para conseguirlos, ¿te unes a nuestro equipo?

Actualmente seleccionamos a un/a **Business Process Consultant (BPC) ServiceNow, **para incorporarse a una compañia cuya actividad principal se centra en digitalizar procesos de negocio.

**Day-to-day Responsibilities**:

- Design, build and deploy business-outcome driven solutions focused on processes which solve customer problems, are repeatable, accelerate value and employ process best practices and standards.
- Drive process definition, re-engineering, improvement, and gap analysis of current/to-be processes.
- Identify solutions from a people, process, and technology perspective during workshops with key customer sponsors and stakeholders, generating the required outputs required for subsequent stages of engagement.
- Identify areas of improvement (efficiency and effectiveness) and recommend solutions that detail pros/benefits, cons/risks and costs/effort estimations.
- Manage and communicate processes and business requirements at a level of detail to ensure the proposed solutions meet customer's expectations.
- Provide guidance and deliver successful implementation of the to-be processes in partnership with other members of the project team.
- Lead customers on how best to take advantage of ServiceNow platform functional capabilities in their efforts to improve their processes.
- Develop and improve required documentation such as process flow diagrams, roles/responsibilities matrixes, workshop agendas, presentations, gap analysis reports, etc. as needed.
- Ensure process related deliverables are complete, consistent, high-quality, on-time and deliver valued outcomes.
- Promote and educate on continuous process improvement practices through ServiceNow platform metrics, Key Performance Indicators, reports, dashboards.
- Maintain expertise in ServiceNow products process capabilities, features, and complimentary processes.
- Collaborate and contribute to the creation, deployment and maintenance of process best practices and standards for internal and customer use.
- Actively participate and contribute in Communities of Excellence (example ServiceNow Community) to provide mentoring, implementation support, maturity maps and continual improvements.
- Contribute to the continual improvement of Global Delivery and Practice business processes as well as the maturing of the ITSM practice portfolio, capabilities, expertise, and best practices.
- Provide feedback into Volteo product teams for continual improvement of product process, capabilities, features, and interoperability in consideration of customer needs, requirements and best practices.
- Successfully contribute and/or drive multiple complex projects and initiatives simultaneously.

**Education, Work Experience & Certification**:

- Proven consulting experience leading the definition and deployment of 'to be' processes/solutions in client environments.
- 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 and PowerPoint or similar tools).
- Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems during project delivery.
- Experience in analyzing and recommending strategies based on desired business outcomes and priorities.
- Demonstrated commitment to customer satisfaction and ensuring actions contribute towards a positive experience by the customer.
- Strong interpersonal skills, customer centric attitude, ability to deal with sensitivity to cultural diversity including organizational and geographical cultural barriers to change.
- Proven team player and team builder.
- Strong understanding and experience with ServiceNow - like ITSM, CSM, IRM, Performance Analytics, Facilities, HR, etc.
- ITIL V3 Foundations Certification required. ITIL Practitioner or Service Manager Certification preferred.
- Knowledge of other frameworks such as COBIT beneficial.
- Knowledge and experience in Agile methodology, including creation of stories preferred.
- 3+ years working in the ITSM or IT services/consulting industry.
- A Bachelor degree in Science or Arts or equivalent additional 4+ years working.

**We offer**:

- Work 100% remotely - Possibility of some presencial meetings in Madrid.
- Social benfits as career plans and trainning