IT ServiceNow Process Consultant

From 3 to 7 year(s) of experience
₹ Not Disclosed by Recruiter

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Posted: 24 days agoJob Applicants: 75Job Views: 571

Job Description

The Team

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 aneffective,agile, andmotivatedteam of expertsdesigning, planning, building and operating SAPs servicemanagement 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 SAPs business processes.

The Role

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 Knowledge Management Process including the highly business-relevant transformation activities, knowledge of the customer lifecycle and in-depth knowledge of 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 Knowledge Management, you will support SAPs Cloud Transformation journey by:

  • Onboarding Lines of Businesses to the Golden Standard of Service Management Solution Processes on SAPs Service Now Platform
  • Ensuring the KM 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 Knowledge Management process
  • Leading all Knowledge Management related activities in the Harmonized Customer Service Management (HCSM) project as part of the Case/Knowledge stream. As Process Lead KM you will
    • Define and lead the harmonization of the Knowledge 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 featuresregarding 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 KM
  • Coordinating the implementation of the Golden Standard Knowledge 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 SAPs standards and best practices
  • Designing and documenting processes and process assets according to the Golden Standard Process Framework & SAP Process documentation standards (Signavio) and ensuring compliance demands (e.g. ISO, SOC, C5, etc.) are reflected in the processes.
  • Working in an international team and driving global knowledge sharing.

The Role Requirement

  • Bachelor or Masters degree in (computer) science, business administration, or related field.
  • 3+ 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)
  • 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

Role:Customer Onboarding - Non Voice

Salary: Not Disclosed by Recruiter

Industry:Software Product

Department:Customer Success, Service & Operations

Role Category:Non Voice

Employment Type:Full Time, Permanent

Key Skills
Skills highlighted with ‘‘ are preferred keyskills


UG:B.Tech/B.E. in Any Specialization

PG:Any Postgraduate

Company Profile


Established in 1996, SAP India is a wholly owned subsidiary of SAP AG. SAP is a recognized leader in providing collaborative e-business solutions for all types of industries, for every market, around the world.

SAP India is a part of SAP Asia Pacific and is responsible for the sales of SAP solutions, implementation, post-implementation support, and training and certification of customers and partners. SAP India's mission is to enable companies to access the global market by offering them a wide rage of Web-enabled solutions.

For more than five years, SAP India has been delivering solutions to hundreds of successful companies. Today, SAP India is one of the fastest growing SAP subsidiaries with more than 200 customers using solutions. Headquartered in Bangalore, SAP India has offices in Mumbai and Delhi.
Company Info
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Contact Company:SAP

Address:138,,Export Promotion Industrial Park, Whitefield , BANGALORE, Karnataka, India

Reference Id:372362