ServiceNow Business Transformation Consultant

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

YOUR ROLE

As a ServiceNow Business Transformation Consultant, you will focus on the business aspects of ServiceNow implementation rather than technical development. You'll serve as an advisor to clients on how to optimize their processes using ServiceNow capabilities.

YOUR TASKS

• Transforming client BPO/GBS/SSC query-related processes in Finance, HR and other areas using ServiceNow modules including Customer Service Management (CSM), Order Management, HR Service Management (HRSM), Accounts Payable, and Procurement.
• Conducting business process analysis and discovery workshops with stakeholders to understand current processes, pain points, and requirements.
• Designing future-state process flows that leverage ServiceNow capabilities to improve efficiency, transparency, and user experience.
• Providing recommendations on "To Be" Connect to Resolve models that meet global, best-in-class standards.
• Developing detailed business requirements and functional specifications for ServiceNow implementations.
• Creating and maintaining knowledge base articles, service catalogs, and workflow documentation.
• Offering guidelines on technology setup to meet the requirements of transformed C2R models for specific service lines.
• Preparing user stories and use cases to define requirements for system adjustments.
• Creating process maps for C2R, supported with roles and responsibilities (RACI), SLAs and KPIs.
• Working closely with our technical implementation team who will handle the actual system configuration.
• Conducting user acceptance testing to ensure the implemented solution meets business requirements.
• Providing training and change management support to ensure successful adoption of new processes and tools.
• Monitoring post-implementation performance and recommending continuous improvements.

YOUR PROFILE

• Practical knowledge of the ServiceNow platform in business areas such as Finance and Control, Customer Service, Vendor Management, Communication, Sourcing and Procurement, Audit Risk & Compliance, and HR.
• Understanding of Connect to Resolve / Query to Resolve processes.
• Experience in analyzing business needs and managing ServiceNow requirements from a business perspective.
• Proven track record of working with IT, developers, and operations to deliver agreed outcomes in ServiceNow implementations.
• Ability to translate requirements into compelling business cases.
• Familiarity with different Service Delivery Models (GBS/SSC/BPO/hybrid/BOT, etc.).
• Process knowledge in AP/AR/GL/MDM (additional knowledge is a plus).
• Fluent in English (additional languages such as French and/or German are a plus).
• A minimum of a bachelor's degree (preferably in a relevant field).

WHAT YOU'LL LOVE ABOUT WORKING HERE

• Practical benefits:
  yearly financial bonus, private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and access to NAIS benefit platform
• Award-winning development programs
  to support your career at every stage. Connected Manager - our leadership development program has already helped over 300 employees accelerate their growth
• Access to over 70 training tracks
  with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings
• Cutting-Edge Technology:
  Position yourself at the forefront of IT innovation, working with the latest technologies and platforms. Capgemini partners with top global enterprises, including 145 Fortune 500 companies

GET TO KNOW US

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on TikTok — @capgeminipl.

ABOUT CAPGEMINI

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members globally in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.

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