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Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. The Senior Business Process Consultant will design and lead consultative interactions with customers. Connecting the solution with the impact on an organizations ability to operate with greater efficiency, effectiveness and less risk is imperative. With a diverse IT and/or Management Consulting background and knowledge of industry IT trends, the Senior Business Process Consultant builds and develops trusted relationships as an advisor with customers, partners, and internally across ServiceNow Solutions.
Key Areas of Responsibility
Work closely with a customer to help understand their offerings, and how our solutions can help drive those initiatives Understand business objectives, projects and problem statements of our prospects and customer Lead business process definition, re-engineering, improvement and to-be processes during Examine Workshops with key customer sponsors and stakeholders Develop required documentation such as process design documents, workshop presentations, use cases, workshop agenda, roles/responsibilities Identify areas of process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks Document and present insights and recommended solutions to meet business objectives Define and document the impact the ServiceNow solution will have on an organizations ability to operate and transform their business Recommend metrics and KPI's to quantify the impact of the solution and drive continual service improvement Deliver a roadmap to accelerate the adoption and maturity of Enterprise Service Management Create and present proposals including the ServiceNow product and services Communicate the value of a Center of Excellence for the ServiceNow platform and how to manage platform demand from idea to implementation Provide thought leadership and collaborate with internal ServiceNow Solutions teams Remain engaged with customers post sales and ensure successful transition from sales to enablement Identify, lead and contribute to the creation of best practices, white papers, workshops, etc. Contribute to the continual improvement of Delivery and Advisory Services processes as well as the
maturing of the different portfolios, capabilities, expertise, and best practices in consideration of
customer needs and requirements Provide mentorship and guidance to other members of the team Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities Other duties and responsibilities as assigned
Education and/or Experience Qualifications
10+ years of experience in service management, service delivery, or related field such as IT, Human
Resources, Security Operations, and Customer Service Management At least 2 years of experience with the ServiceNow platform, ideally as a platform owner, platform manager, or product owner. ServiceNow Certified Implementation Specialist certification in CSM, HR or SPM.
Extensive enterprise consulting experience, including implementation experience with one or more
common enterprise software solutions filling positions of increasing responsibility and management of
program teams Additional experience in one of the following product lines: CSM, HR, ITBM, ITOM, Performance Analytics, SecOps, or Software Asset Mgmt. Proven ability to communicate with all levels of the organization including technical levels, mid-level
management, leadership, and executives Demonstrated experience with leading teams and complex projects Experience in leading and managing business transformation for mid to large sized organization with
demonstrated leadership driving an organizational transformation in a matrixed organization Ability to guide and coach leadership teams and executives with transformational efforts Understanding and real-world application of a holistic view of maturity including: People, Process, and
Product/Technology Familiarity with Organizational Change Management methodologies and approaches Proven ability to analyze, design, and optimize business processes via technology and integration Manage customer expectations; negotiate solutions to complex problems with both the customer and
third-party partners Deep experience and demonstrated ability to promote and lead positive change in the organization Strong presentation skills. Able to effectively present and defend point of view to a variety of audiences Ability to communicate abstract concepts clearly to executive level management Strong organization and facilitation skills to drive the execution of customer programs and organization strategies A deep understanding of the ServiceNow platform to be consultative and provide customers guidance and best practices in designing their solution. Experience designing and implementing client facing solutions leveraging involving enterprise software Is self-motivated / self-directed - capable of multi-tasking and accepting change both in tasks and
schedule Ability to handle and overcome objections in both a pre-sales and engagement delivery context Intrinsically curious and passionate about researching current and emerging trends in IT and specific
industries Commitment to customer satisfaction and supports our brand promise and guarantee to always "make it
right" PMI certification and/or experience working in a Project Management Office Ability to travel 25% of the time
Degree or equivalent, preferably in Computer Science or Information Technology, and proven
experience in technical consulting roles. ITIL Practitioner or Service Manager Certification preferred. Experience with other frameworks such as IT4IT, DevOps, an advantage.
Pay range: $136,364 - $187,273 depending on experience and skill set Annual bonus target of 10%, subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials We make technology work so people can do great things. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
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CDW
Mar 26, 2025