Business Analyst / Process Consultant

FlyForm are looking for an experienced BA/Process Consultant to help manage the delivery of our ServiceNow client implementations. You will play a critical role in shaping the best possible outcome for our clients while ensuring exceptional planning, management and execution of the delivery using industry best practices.

Your Responsibilities include

  • Drive process definition, re-engineering, improvement and gap analysis of current/to-be processes during client workshops with key customer sponsors and stakeholders.
  • Develop 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.
  • Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities.
  • Managing and communicating process and business requirements to the implementation team as a bridge to ensure that the proposed solutions meet the customer's expectations.
  • Participate in testing and ensure all the required documentation is in place to support the client and Managed Service team where needed.
  • Co-ordination and support of client UAT, verifying defects and enhancements and working with the development team to rectify.
  • Assist with Project Management activities such as project scope, estimation and planning.
  • Assist the Sales team with new client bids, SOW and RFPs.
  • Providing training and mentoring to other members of the services team.
  • Required to participate in daily/weekly Agile sprints to support project delivery.
  • Support client process governance activities, enabling the establishment of boards and management frameworks or adapting existing frameworks as appropriate.
  • Participation on one or more strategic accounts either in support or lead.
  • Provide support, mentoring and training to peers and clients.
  • Demonstrations of the product, both standard and tailored to prospects and existing customers, either onsite or via Zoom.

Your Skills and Experience

Essential

  • Two to three years of directly related to ServiceNow process consultancy experience.
  • Proven experience in defining and deploying 'to be' best practice processes and in identifying solutions from a people, process and technology perspective.
  • Excellent communication skills (both written and verbal) with strong presentation facilitation skills (Visio, Word, PowerPoint, Excel, ServiceNow).
  • Solid experience in requirements gathering, including experience in creating process documentation.
  • Demonstrate the ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to stakeholders in solving governance, process or technical problems.
  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity Proven team player and team builder.
  • Ability to effectively communicate with all levels of the organisation.
  • Ability to demonstrate analytical and problem-solving skills.
  • Ability to mentor novice staff and drive quality, value and best practise.

Desired

  • ServiceNow Certified Implementation Specialist.
  • BCS diploma in Business Analyst or IIBA equivalent qualification.
  • Applicable IT or Project Management related certifications such as PRINCE2.
  • SC clearance preferred.
  • Knowledge of integrating with internal and external applications and systems.
  • Experience of working in Public Sector organisations.
  • Ability to mentor junior staff in driving quality, value and best practice.
  • Knowledge of disciplined software release build/deploy processes.