Business Process Consultant - HRSD

Role Summary

Beyond20 is seeking a Business Process Consultant to join our growing practice, with a focus on the ServiceNow Human Resources Service Delivery (HRSD) module. The successful candidate will have extensive experience driving platform adoption and customer satisfaction and ultimately help customers grow their business on the ServiceNow platform. The position will operate with significant autonomy, exercising independent judgement and decision making with respect to matters of significance.

Responsibilities

Lead and collaborate with customers in their efforts to take advantage of the ServiceNow platform, particularly HRSD, to improve their HR service delivery, case management, and employee service processes

• Be a key member of an overall engagement team focused on delivering customer outcomes
• Lead customer design workshops and speak to how HR service delivery leading practices align to the ServiceNow HRSD module and platform
• Create client-specific presentations for workshops
• Guide customers in defining and refining business requirements for functional aspects of the HRSD solution, including employee/manager service centers, HR case and knowledge management, lifecycle events, and HR document management
• Draft user stories, their acceptance criteria, testing strategy, and knowledge transfer materials while supporting customers in reviewing and approving them
• Manage and communicate HR service delivery process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectations
• Assist clients with creating and executing Organizational Change Management (OCM) plans, including HR-specific stakeholder engagement and workforce communication strategies
• Contribute towards continuous improvement of leading practices for HRSD and broader ServiceNow implementations

Requirements

Must be a US Citizen

• 4+ years of experience with the ServiceNow platform, including hands-on experience supporting HRSD process flow development, configuration, and tuning
• Working knowledge of HRSD capabilities such as employee/manager service centers, HR case management, knowledge management, lifecycle event management, and HR service catalogs
• Significant consulting experience within complex, global organizations with the ability to influence and consult in an HR service delivery environment
• Experience in defining and deploying future-state HR service delivery processes and in identifying solutions from a people, process, and technology perspective
• Excellent communication and presentation skills
• Experience in analyzing and recommending HR service delivery strategies based on business priorities
• Excellent interpersonal skills, customer-centric attitude, and experience working with diverse teams
• Strong problem-solving and analytical skills with an aptitude and passion for learning new technologies
• Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box
• Strong documentation and technical writing experience

Desired Skills

• Experience with ITSM and ITIL process flow development and tuning on the ServiceNow platform
• Experience with other modules on the ServiceNow platform, such as ITSM, SPM, ITAM, CSM, or FSM
• Experience with collaboration tools including MS Teams, MS Outlook, MS SharePoint, Atlassian Jira, Atlassian Confluence, and Atlassian Jira Align
• Required Education
• Bachelor's degree in Systems Engineering, Computer Science, Information Systems, Human Resources, or related field.
• Two years of related work experience may be substituted for each year of degree-level education.