Principal Business Process Consultant

Veracity is a consulting company that solves business problems by delivering digital workflows that matter. We are one of ServiceNow’s largest and fastest-growing Elite services partners, and due to our rapid growth, we need a Principal Business Process Consultant.

The Principal Business Process Consultant will be responsible for the management and leadership of a team of Functional Consultants and the development of Services business analysis capability through professional development activities. Functional Consulting is a key function in the successful delivery of a ServiceNow solution that meets business requirements. The Head of Functional Consulting will be responsible for working with the Programme Management Office (PMO) and other ServiceNow Services technical delivery teams to assess new project requests and ensure that the appropriate solution is identified.

As well as providing this leadership, they will contribute to the development of our strategy, the strengthening and optimising of our governance and the development of a Consulting Processes. They will need to possess excellent leadership qualities, to operate a matrix management regime that allows staff to be deployed effectively to projects and programmes and to work closely with colleagues, key stakeholders, and external suppliers.

The role of the Principal Business Process Consultant is to advise Veracity ServiceNow prospects and customers on best practices to realize their business objectives by leveraging the capabilities of the ServiceNow Platform.

Working with customers in a consultative environment to successfully shape the customer implementation, the BPC serves as an expert in the various processes and best practices programmatically and within the ServiceNow platform. Familiarity with overall enterprise and operational risk management; and use of software capabilities to manage the program.

We Hire for Culture First:
Our people are global go-getters, we look to the long term, we solve for the customer, and we value open, honest, early communication. We believe we don’t exist without exceptional people, so we respect and value them. We pay fair base and at-risk components based on experience and the market. Other companies give you a job. We give you opportunity.

Veracity is focused on building a people-focused organization with a long-term culture of excellence. We work hard, we have fun, we innovate and grow talent.

Key Responsibilities

• The BPC works closely with customers to demonstrate and review OOB processes and analyse the need for customizations to support the customer to-be state.
• The BPC helps to close any gaps in understanding between the business needs and technical capabilities, and then define the appropriate process to achieve desired business results.
• The BPC leads other Consultants within the context of delivering multiple, concurrently running billable engagements.
• Lead engagements as the Subject Matter Expert (SME) on relevant best practices.
• Lead business process definition, re-engineering, improvement, and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders.
• Contributes to development of customer value objectives and plans to realize value.
• Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities.
• Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons, and risks.
• Drive the customer process roadmap discussions and decisions.
• Become trusted advisor status with the customer throughout the engagement.
• Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities.
• Managing and communicating process and business requirements to the delivery team as a bridge to ensure that the proposed solutions meet the customer's expectations.
• Providing support, training, and mentoring to other members of the services team.
• Provide support to various teams across the organization including sales, marketing, documentation, and partner enablement/support.
• Understanding of ServiceNow Implementation Methodology, sales support process and tools including RFPs, pipeline tracking, and scoping.
• Works effectively within a team environment.
• Ability to problem solve, prioritize own schedule, and deliver within potentially high-pressure business environments.
• Maintains relevant knowledge relating to certifications and current best practices.
• Timely & accurate compliance with services processes i.e., schedule management, reports, expenses, and timecards for billing.
• Deliver high customer sat metrics for assigned accounts.
• Manage a team of 4 - 8 Functional Consultants.
• Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance, and mentoring.
• Responsible for the successful achievement of the KPIs, Quality Assurance of the customer engagements for your direct reports.

Professional Services Core Competencies

Customer focus: Addresses gaps in the workgroup’s ability to meet emerging customer needs. Gathers customer satisfaction input on behalf of the team. Holds others accountable for meeting customer needs. Aligns business processes to work with those of customers.

Collaborates: Credits others for their contributions and accomplishments. Encourages people to express their views openly. Facilitates effective collaboration among co-workers and external partners. Involves others in making decisions on behalf of the group.

Communicates effectively: Adjusts communication content and style to the audience and a diverse set of stakeholders. Breaks down communication barriers between others. Encourages candid and open communication among groups. Practices active and attentive listening skills to verify understanding.

Drives results: Pushes others to achieve results. Leads others to persist despite setbacks or obstacles. Fosters a sense of urgency in the team for reaching goals and meeting deadlines. Drives a track record of success for the team.

Courage: Coaches people on how to take a stand in the face of adversity when they believe in something. Confronts tough organizational issues and disagreements. Delivers difficult messages directly. Demonstrates the courage to say "no" when necessary.

Cultivates innovation: Nurtures and develops promising ideas through prototyping and experimentation. Challenges others to develop breakthrough solutions. Ensures that varied perspectives are included in the process of innovation. Encourages others to address challenges in new and better ways.

Principal Business Process Consultant (Functional) Competencies

Business process design and improvement: Is seen as a thought leader with a broad and deep understanding of business process concepts in multiple specialized fields. Drives development of solutions to problems and critical business process issues, often for the most complex or difficult customer situations. Applies extensive expertise to develop intellectual capital and best practice solutions, and coach/direct junior team members, perhaps related to the newest products or services.

Consultative perspective: Consults and influences (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving technical or business process issues. Stays connected to market influences and client situation/issues to identify and proactively initiate broader concept and outcomes conversations affecting current and potential future projects. Acts as a strategic business partner to sponsors/clients and develop transformative solutions building from initial solutions. Acts in the best interest of clients by weighing short- and long-term client needs, business impact and risk, and providing effective counsel.

Manages complexity: Coaches others to analyse information and evaluate alternatives to solve problems. Defines complex issues clearly despite incomplete or ambiguous information. Draws on multiple perspectives and sources to better understand and solve problems. Asks the right questions to stimulate critical thinking and help others accurately analyse complex situations.

Manages change: Provides advice and guidance relating to a full perspective organizational context within which the product or solution will be delivered. Develops or influences change strategies through establishment of thought leadership positions with key stakeholders within culturally diverse multinational organizations. Anticipates and pre-empts client needs, and challenges associated with the implementation of products/solutions and services for high complexity engagements.