IT ServiceNow Process Consultant

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.Apply now 

MEET THE TEAM – PURPOSE AND OBJECTIVES

The purpose of Intelligent Enterprise Solutions (IES) is to create, build and run the Intelligent Enterprise by providing customer-centric insights and technologies. The unit IE Customer Interaction Solutions provides extraordinary value to SAP through new customer interaction-centric solutions, working in ways that are innovative, harmonized and measured. The Service Management Solutions Team is an effective, agile, and motivated team of experts ​​​designing, planning, building and operating SAP’s service management solution.

As part of that organization, the Post Sales Process Excellence team manages the Golden Standard Process Framework, owns various Golden Standard Processes, provides governance on process standards and coordinates the continuous process improvement for the Cloud Delivery units. We are working in an agile environment, applying the SAFe methodology. We accelerate the Cloud Transformation of SAP through leading edge technology like AI and Process Mining and by automating SAP’s business processes.

The Post Sales Process Excellence team is responsible for:

• Driving harmonization and simplification of cloud delivery processes along the Run Simple agenda
• Supporting cloud transformation initiatives regarding improvements to operations along the Cloud Capabilities
• Establishing excellent process management practices supporting SAP cloud delivery units to improve their business outcome by means of improved process effectiveness and efficiency
• Designing the Golden Standard Framework and embedding the Multi-Dimensional-Compliance Framework into the Golden Standard Processes and the Cloud Delivery Process Map
• Owning and maintaining the Cloud Delivery Process Map so that process information can be used as baseline for improvement projects, process related assessments by internal and external parties, to prioritize projects and to provide transparency on interactions between processes

WHAT YOU WILL DO

We are looking for a curious and results-oriented individual, who acts proactively, can work independently while being an excellent team player to complement our international team. In order to own, manage and drive the Event Management Process including the highly business-relevant transformation activities, knowledge of the customer lifecycle and in-depth knowledge of operations and ITSM best practices are required. You should be able to connect the dots in an end-to-end view.

As an IT Business Services Process Consultant and Process Owner for Event Management, you will support SAP’s Cloud Transformation journey by:

• Onboarding Lines of Businesses to the Golden Standard of Service Management Solution Processes on SAP’s Service Now Platform
• Ensuring the EM process meets the business goals and objectives by identifying business gaps, creating an action plan with a focus on efficiency and process harmonization
• Taking Global Process Ownership for the Golden Standard Event Management process

• Leading all Event Management related activities in the Harmonized Customer Service Management (HCSM) project as part of the Event stream. As Process Lead EM you will
  • Define and lead the harmonization of the Event Management strategy on Service Now
  • Support the COE as well as the Area Product Owner in designing features
  • Document features (jointly with other roles in the product stream)
  • Defend the Golden Standard implemented as close to the “out of the box” as possible
  • Assess features regarding the upgradability of the platform
  • Support business go-lives
  • Support assessing feature completeness, by e.g. testing business requirements
  • Align LoB requirements with NOW Standards
  • Drive LoB Onboarding activities related to EM
• Coordinating the implementation of the Golden Standard Event Management process by reviewing and prioritizing demands, ideas and enhancements from the different Solution Areas
• Driving harmonization & simplification and overall improvement of Cloud Delivery processes along the Run Simple agenda
• Consulting Cloud Delivery Units by applying SAP’s standards and best practices
• Working in an international team and driving global knowledge sharing.

WHAT YOU BRING

• Bachelor or Master’s degree in (computer) science, business administration, or related field.
• 5+ years working experience at SAP
• Understanding of SAP cloud transformation roadmap and activities.
• Good understanding of and/or track record in business process management (BPMN, Signavio)

Required skills

• Basic Knowledge of IT Service Management and IT Operations Management based on ServiceNow
• Basic understanding of the agile methodology
• Knowledge of cloud-based operations (SaaS, PaaS, IaaS)
• Structured and analytical thinking
• Good understanding of new technologies
• Strong verbal and written communication skills
• Excellent presentation skills
• Basic project and program management skills
• Strong problem-solving skills
• Collaboration and teamwork in international & global teams with intercultural awareness
• Fluency in English

Preferred skills

• Knowledge of the Customer & Operations Lifecycle
• Experience in modeling business processes
• Certification in IT norms (e.g. ITIL and TOGAF).
• Experience with certification and attestation in multi-norm environments (e.g. ISO 27001, SOC1/2).
• Project management skills and ability to drive topics (PMP certification).

WORK EXPERIENCE:

•                First experience in Project Management, IT business consulting, or IT operations

•                Experience in business processes management and automation

•                Basic understanding of process compliance and certification/attestation and experience with working virtually and in a hybrid setup

•                Experience in SAP’s cloud environment preferred

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 372362  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.