Business Process Consultant

Overview:

UP3 is a dedicated ServiceNow Managed Service provider, founded in 2016 by highly experienced Service Management and ServiceNow sales and delivery professionals. We have a wealth of experience working both as customers of ServiceNow and as specialist consultants and have delivered solutions spanning nearly every aspect of the platform. We are looking for experienced service professionals with a passion for driving an excellent customer experience, who can thrive in a rapidly growing, dynamic business with a huge emphasis on collaborating with our clients to help them deliver exceptional service.

The role

The Business Process Consultant role works with our customers to help them understand and achieve their desired business goals. We are a leading team of process experts who offer our customers guidance and direction for all digitalisation initiatives on the ServiceNow platform. As part of the BPC team, you will work with our customers to help them expand their use of the platform and increase their return on investment.

Our Business Process Consultants are the process experts as part of our project teams. The role involves running discovery workshops and shaping requirements to working with the technical team to design solutions our customers want and need. This role needs someone who has a passion for process and is knowledgeable and experienced working with the ServiceNow platform and complex digitalisation projects.

We stand by our values and when we’re looking for the best of the best to join us, we look for people who share these values too.

• No-one is above making the tea or watering the plants.
• Do the right thing by the customer. Always.
• No room for egos, politics or gossip.
• We're a team. Take pride in sharing what you know.
• If you see something that needs doing, roll up your sleeves and get it done.
• Remember, at some point, you did something for the first time.

Skills:

• Outstanding Communication skills, professional and approachable
• Experience leading requirement gathering workshops
• Proven experience in the documentation of user stories and acceptance criteria
• Confident in the translation of user stories and process designs to technical teams
• Good knowledge of ServiceNow and its capabilities
• Consultancy experience working with complex organisations
• Process design and ownership background
• Experience communicating with senior stakeholders
• Proven ITIL or other process best practice knowledge
• Excellent client facing and engagement management (trusted advisor)
• Strong analysis and problem-solving skills
• In depth understanding of Service Management best practice - ITIL
• Proven ServiceNow implementation experience including non-IT processes
• Experience designing and implementing custom applications is advantageous

Desirable certifications

• ServiceNow Certified System Admin
• ServiceNow Implementation Specialist
• ITIL (or another process best practice such as Six Sigma or COBIT)
• Agile Foundation or Practitioner is desired but not essential

Responsibilities (not limited to):

• Run discovery workshops across all aspects of the ServiceNow platform
• Be the expert in ServiceNow and its underlying process
• Be the expert in process improvement
• Be a trusted advisor to your customers on how to improve processes
• Form part of the senior project team providing process and requirement oversight and advice throughout
• Assist customers in training
• Assist and advise customers with Business Change initiatives
• Document and publish workshop output including but not limited to stories, process maps and wireframes
• Prepare and manage all customer facing deliverables regarding process
• Input into pre-sales activities to define project and service scope and deliverables
• Advise and drive customer testing best practice and assist with the creation and management of test cases and scripts
• Provide business analysis skills to solve problems, understand and document customer requirements
• Be an advocate of UP3 and our professional services
• Manage customers’ ServiceNow roadmap development and delivery to support their business change initiatives
• Provide advice and guidance to the client on the best approaches for implementing ServiceNow in terms of:
• ITIL best practice
• ServiceNow best practice
• Industry trends and use of ServiceNow
• Provide leadership and mentoring to less senior staff as required
• Keep abreast of industry trends in the Service Management arena and developments in the ServiceNow platform and applications
• Share best practices and knowledge with colleagues across UP3
• Gain and maintain sufficient high-level ServiceNow knowledge to be able to have effective conversations with customers, including the ‘art of the possible’. Act as sounding board for customer ideas and demonstrate an understanding of the capabilities and benefits of ServiceNow

What's in it for you?

• Career development and progression – we invest in our people and actively promote from within.
• Work for an established, respected player. We’ve honed our craft having been with ServiceNow since the early days, going on to set up UP3 in 2016.
• Amazing customers and a best-in-class solution.
• Best in class tech stack, tools and training. We’re committed to providing all you need to be successful in this role
• London based. We have a fantastic office at The Ministry in Central London and offer hybrid working with 2-3 days a week in the office.

Company benefits – highlights

Maternity and Parental Leave

We offer an enhanced maternity and parental leave package. For maternity and adoption, we will provide you with 16 weeks full pay, followed by 23 weeks Statutory Maternity Pay (SMP). And for Paternity and other Parental leave, you’ll receive 4 weeks of full pay. In addition, we encourage you to take as much time as you need for ante and post-natal appointments.

Flexible Working

We know people thrive when they’re given the opportunity to strike the right balance between their work and their personal life, so we offer flexible working arrangements so that you can do your best work, without compromising.

We embrace hybrid working, so you can split your time between home and our offices in The Ministry, SE1. We offer a £250 allowance to ensure your home office is set up with everything you need.

• Excellent Bupa health insurance and Bupa level 3 dental cover
• 25 days holiday increasing based on length of service
• Company pension (after 3 months’ service)
• A Death-in-Service Life Insurance policy which would pay out 4X your salary
• Sports and Social Club – recent events include Dungeons & Dragons night, wine tasting, Junkyard golf and Gourmaze tasty treasure hunt