Senior Business Process Engineer - ServiceNow

Company Overview

NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America’s 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allow our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that’s simple to use and manage. To learn more about our solutions please visit www.nwncarousel.com

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.