Advisory Services Consultant, ITBM/OCM
Crossfuze, United States
Job Description
The Advisory Services Consultant (ASC) works to ensure alignment of proposed solutions with the client organization’s stated Business Goals and Objectives. The ASC, leveraging appropriate industry best practices (e.g., ITIL, PMBoK, etc.), ServiceNow guidance, and real-world experience, help design and get agreement on solutions that address the four dimensions of service management (Organizations and people [People], Value streams and processes [Process], Information and technology [Products] and Partners and suppliers [Partners]). The ASC plans designs and facilitates business, organizational and process discussions with Clients, defining strategy and vision, building consensus regarding outcomes and benefits, and ensuring the delivered solution realizes those benefits. With a diverse IT and/or Management Consulting background and knowledge of industry IT trends, the ASCs establish a ‘Trusted Advisor’ relationship with Clients, external partners, as well as other Crossfuze internal teams.
Position Responsibilities:
- Establishing a ‘Trusted Advisor’ relationship with clients and prospects
- Working with client stakeholders and sponsors, gain a strong understanding of the client’s objectives, strengths, pain points, and areas for improvement. Establish an agreed multi-phase roadmap to accelerate the client’s path to maturity
- Lead practice level workshops with key client stakeholders to define an agreed 'to be' state practice definition, including guidance to alignment with industry recommended practices
- Develop required documentation such as process design documents, workshop presentations, use cases, workshop agenda, roles/responsibilities descriptions
- Identify areas of process improvement (efficiency and effectiveness) and recommend solutions with related business case (e.g., benefits, costs, implementation considerations, risks, etc.)
- Recommend metrics and KPI’s to quantify the impact of the solution and drive continual service improvement
- Provide thought leadership and collaborate with internal Crossfuze teams
- Identify, lead and contribute to the creation of best practices, white papers, workshops, etc.
- Contribute to the continual improvement of Crossfuze processes as well as the maturing of the different portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements
Requirements
- 5+ years experience in IT Service Management and Service Delivery
- 3+ years experience in IT Business Management, including: Project Portfolio Management, Agile Development, DevOps, IT Financial Management, etc.
- 3+ years experience in leading Transformational initiatives leveraging leading Organizational Change Management methods and practices
- 3+ years experience with the ServiceNow platform, ideally as a platform owner, platform manager, or product owner.
- Consulting experience (either external or internal), including implementation experience with one or more common enterprise software solutions
- Proven ability to communicate with all levels of the organization including technical levels, mid-level management, leadership, and executives
- 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 manage customer expectations; negotiate solutions to complex problems with both the customer and third-party partners
- Ability to guide and coach leadership teams and executives with transformational efforts
- Experience designing and implementing client facing solutions involving enterprise software
- Proven ability to analyze, design, and optimize business processes via technology and integration
- Strong presentation skills. Able to effectively present and defend point of view to a variety of audiences
- A strong working understanding of the ServiceNow platform sufficient to provide clients with guidance and understanding on how the platform aligns/supports industry best practice guidance.
Preferred Qualifications
- College degree or equivalent, preferably in Computer Science, Information Technology, or IT Business Management.
- Proven experience in Business Process consulting (either internal or external) roles.
- ServiceNow Implementor Certifications
- Real-world experience working in medium to large Information Technology organizations
- ITIL Practitioner or Service Manager Certification preferred.
- Certifications / documented experience with other frameworks such as PMBoK, Prince2, Agile/DevOps, etc.
Benefits
- Health Care Plan (Medical, Dental amp; Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Vol