Job Description

Milestone is a global, premier provider of IT services for organizations of all sizes. As a leader in helping clients to identify, implement and manage the IT solutions which make their businesses stronger, we offer a comprehensive portfolio of services encompassing various facets of IT Service Management, IT Operations, Cloud Computing, and Project Delivery. If you are a practiced professional with a passion for technology and teamwork, then join our team. We are currently seeking a Business Process Consultant. This is a remote role than can be located anywhere in Mexico.

As part of a project team or teams, provide business process consulting to clients. The business process consultant operates with a sense of urgency while delivering quality user stories and project deliverables within the project timeline and budget. This person has a demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to project sponsors/stakeholders in solving business process and/or technical problems and has experience analyzing and recommending ITSM, HRSD, ITAM (SAM), GRC, or ITBM strategies based on business priorities. The business process consultant will have strong interpersonal skills, a customer-centric attitude, and the ability to deal with cultural diversity. This person is able to support multiple projects at a time and is highly collaborative and a proven team player.

Job responsibilities:

• Facilitate workshops with senior management and SMEs of our clients to discover, document, analyze and optimize IT processes. Deliver demos to illustrate ServiceNow platform and application functionality.
• Partner with Technical Consultant and Solution Architect colleagues to translate requirements identified in workshops into ServiceNow user stories/requirements.
• Develop process design and process workflow diagrams to define and document client business processes.
• Groom user stories and manage refinement of user stories to support client review and approval.
• Participate or facilitate regular sprint planning, backlog grooming, and other key scrum ceremonies such as daily standups.
• Assist Engagement Manager in capturing risks, issues, decision, actions, and changes (RIDAC) in the form of scrum tasks throughout the project and assist driving those items to completion.
• Document outputs of workshops and client meetings in the form of meeting notes and meeting transcripts.
• Facilitate client discussions required to make process and solution decisions.
• Participate in baseline data gathering, data analysis, prioritization, and development of IT/ITSM improvement strategies and plans.
• Perform platform and business process assessments and generate roadmaps.
• Create clear and compelling written deliverables (or portions of deliverables as assigned), providing specific, tailored, and actionable advice and recommendations.
• Research and maintain awareness of current and emerging processes, policy, and technology solutions related to ServiceNow applications and platform areas.
• Develop user acceptance testing plans and oversee UA testing. Assist with the documentation of defects and enhancements resulting from UAT.
• Assist with release management activities.
• Assist with the development of Go Live Plans and participate in client Go Live activities.
• Develop organizational change management (OCM) and communication plans. Oversee the delivery of these plans.
• Develop client training materials and deliver training.

Required Experience

• 5 - 10 years of relevant experience within a specific process area (ITSM, HRSD, ITAM (HAM/SAM), GRC/IRM or ITBM/SPM) with progressively higher levels of responsibility.
• 5 - 7 years of ServiceNow platform experience with one of the following ITSM, CSM, HRSD, ITAM (HAM/SAM), GRC/IRM, ITBM/SPM tool experience and adept with various OOB features, workflows, and integrations.
• Project based experience, preferably in one of the following ITSM, CSM, HRSD, ITAM (HAM/SAM), GRC/IRM or ITBM/SPM technology.
• Proven experience in defining and deploying 'to be' ITSM, CSM, HRSD, ITAM (HAM/SAM), GRC, or ITBM processes and in identifying solutions from a people, process, and technology perspective.
• Solid experience in requirements gathering, including experience in creating process documentation.
• Prior experience facilitating process design and requirements gathering workshops.
• Solid experience transforming business requirements into technical user stories and process diagrams.
• Experience operating within a project-based team and supporting multiple engagements.
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills.
• Proficiency with a process diagramming tool such as Visio, Miro or Lucidchart as well as Word and PowerPoint.
• Strong facilitation, collaboration, and communication skills.
• Proficiency in ServiceNow, ITIL, SaaS, PaaS.
• Superb recordkeeping, time management, and organizational skills.
• Advanced analytical and problem-solving skills.

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