Senior Business Process Engineer - ServiceNow

Company Overview

NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients. We’re a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence. Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work’ with an 80+ Employee Net Promoter Score (eNPS).

Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.

Responsibilities

As a Senior Process Engineer specializing in ServiceNow implementation, your role involves designing, implementing, and optimizing ServiceNow solutions to enhance business processes and workflows.

Scope Of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• ServiceNow Implementation: Lead the end-to-end implementation and enhancements of ServiceNow modules, ensuring alignment with business requirements.
• Process Optimization: Analyze existing processes, identify bottlenecks, and propose improvements using ServiceNow capabilities.
• Collaboration: Work closely with cross-functional teams, stakeholders, and end-users to gather requirements and deliver effective solutions.
• Testing and Quality Assurance: Conduct thorough testing to validate ServiceNow functionalities.
• Adhere to IT policies, procedures, and standards for hardware/software, security, request/ticket tracking, source control, and change management.
  
  

Additional job responsibilities include, but are not limited to:

• As new technology is introduced, quickly acquire sufficient knowledge and skills to provide a high level of support during conversion activities and after implementation.
• Identify, recommend, design, and implement solutions that automate routine/repetitive processes, providing an optimized and efficient infrastructure.
• Other responsibilities as assigned.
  
  

Qualifications

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

• Process Engineering: Experience in process analysis, design, and optimization.
• Problem-Solving: Strong analytical skills to address complex business challenges.
• Communication: Effective communication and collaboration skills to work with diverse teams.
• Change management, the ability to work effectively and drive alignment in a large environment through strong communication and empowerment required .
• Demonstrated knowledge and expertise in bridging business and technical disciplines, evaluating and determining appropriate risks required.
• Strong requirements gathering experience working with end users.
• Strong written and verbal communication skills.
• Expert level business process modeling skills utilizing BPMN, UML, or similar modeling methodology leveraging business process or software modeling tools Visio, Lucid, or similar.
• Experience working within hybrid a gile SDLC environment, utilizing scrum-based projects and user stories to define & work development tasks.
• Ability to execute against multiple work streams in a fast-paced environment to deliver iconic experiences that resonate with users of different industry verticals.
  
  

The following qualifications are ideal, but not required:

• Bachelor degree in Engineering, Information Technology, Operations, or related field preferred.
• ServiceNow Expertise: Deep knowledge of ServiceNow platform modules, such as: Case Management, Service Catalog, Incident Management, Change Management, CMDB, Asset Management, Contract Management, Order Management, CSDM, Demand Management, Project Management, Resource Planning, and other modules.
• Certifications: ServiceNow certifications are advantageous.
• Prior experience at a Managed Services Provider preferred.
• Prior experience working remote a plus.
  
  

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.