Digital Transformation Specialist
hace 2 semanas
About ServiceNow
At ServiceNow, we're driven by a passion to make the world work for everyone. Our technology is at the forefront of digital transformation, empowering organizations to streamline processes and deliver exceptional customer experiences.
We're a team of innovators, thinkers, and doers who thrive in a fast-paced environment. We're committed to helping our customers succeed in an ever-changing landscape.
About the Role
We're seeking an experienced Business Process Manager to join our team. As a key member of our organization, you'll play a vital role in shaping the future of our customers' businesses.
Your Responsibilities
- Facilitate requirements gathering and process mapping workshops to ensure seamless implementation planning
- Perform gap analysis to identify areas for improvement and optimize business processes
- Participate in end-to-end activities related to implementation planning, including project management, issue management, communication, and change management
- Help personalize and humanize the customer experience while ensuring future business scalability
- Document the customer journey and identify ways to improve existing customer pain points based on process optimization, technology, change management, or communication
- Work with the business, design, engineering, and product teams to create digital transformation experiences for team members and customers
- Communicate across multiple cross-functional teams to ensure successful project delivery
- Translate recommendations to senior leadership to gain agreement, affect change, and influence long-term digital strategies
- Contribute to creating customer solutions that drive organizational transformation in a digital-first landscape
Qualifications
- 8+ years of experience as a Business Analyst with verifiable experience working directly with customers to improve their experiences
- Passion for technology and new ideas to improve the way people work using our products and the possibilities that come from building excellent customer experiences
- Experience defining the customer experience and personalizing the user journey across a cloud fulfillment ecosystem
- Experience with business process optimization and scalability with CX platforms/solutions
- Able to tell our digital transformation story to top customers worldwide
- Able to determine the best investments for the future
- Experience analyzing business situations and working within a group environment to provide efficient software solutions
- Experience in preparing as-is process documentation, to-be process documentation, and performing detailed gap analysis
- Experience completing multiple, complex technical projects
- Comfortable presenting solutions to large audiences and senior executives in person, virtually, or via webinars
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