ServiceNow Workflow Design and Optimization Consultant || Chicago, IL (flexible for Remote)
Savi Technologies LLC
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'Role: ServiceNow Workflow Design and Optimization Consultant
Location: Chicago, IL (flexible for Remote)
ROLE_DESCRIPTION
"ServiceNow Workflow Design and Optimization
Analyze Business Requirements: Partner with service owners to understand their service delivery processes, pain points, and customer service objectives, translating needs into clear, actionable ServiceNow workflow requirements.
Design User-Centric Workflows: Create ServiceNow workflows, catalogs, request forms, and approval processes that prioritize ease of use, clarity, and efficiency for both service providers and service recipients.
Optimize Existing Processes: Continuously evaluate deployed workflows to identify friction points, bottlenecks, and opportunities for improvement—implementing enhancements that elevate the customer experience.
Configure Platform Capabilities: Leverage ServiceNow's native functionality (Flow Designer, Catalog Items, Service Portal, notifications, UI policies) to build solutions that require minimal custom development while maximizing user satisfaction.
Create and analyze ""as-is"" and ""to-be"" customer journey maps, service blueprints, and process flow diagrams to identify opportunities for improvement.
Facilitate design thinking workshops to co-create and test new service concepts and prototypes. This includes working with design teams on wireframes and clickable prototypes to validate concepts.
Stakeholder Partnership and Customer Service Excellence :
Serve as ServiceNow Advocate: Act as the primary point of contact for service owners seeking to onboard new services or improve existing ones, providing guidance, best practices, and hands-on support throughout the lifecycle.
Champion the End User Experience: Represent the voice of service recipients in all workflow design decisions, ensuring requests are intuitive to submit, status is transparent, and fulfillment is timely.
Facilitate Requirements Gathering: Lead workshops, interviews, and collaborative sessions with stakeholders to elicit detailed requirements, build consensus, and ensure solutions meet diverse user needs.
Deliver Exceptional Support: Provide responsive, empathetic, and solution-oriented support to both service owners managing their workflows and users navigating the platform, treating every interaction as an opportunity to enhance satisfaction.
Documentation and Knowledge Management :
Create Clear Documentation: Develop comprehensive process documentation, user guides, and training materials that enable service owners and recipients to confidently use ServiceNow capabilities.
Maintain Workflow Catalog: Keep an organized inventory of ServiceNow workflows, including ownership, purpose, SLAs, and integration points, ensuring transparency and supportability.
Build Knowledge Base Content: Create and curate knowledge articles, FAQs, and how-to guides that empower users to self-serve and reduce dependency on direct support.
Continuous Improvement and Innovation :
Monitor Workflow Performance: Track key metrics such as request completion times, user satisfaction scores, abandonment rates, and SLA compliance—using data to drive improvement initiatives.
Identify Automation Opportunities: Proactively recommend workflow enhancements, automation, and integration opportunities that reduce manual effort and improve service delivery speed and quality.
Stay Current on Platform Capabilities: Keep abreast of ServiceNow releases, new features, and industry best practices, identifying opportunities to leverage emerging capabilities for enhanced customer service.
Foster Feedback Culture: Actively solicit feedback from service owners and recipients, creating channels for continuous input and demonstrating responsiveness to user needs.
Cross-Functional Collaboration :
Partner with Technical Teams: Work closely with ServiceNow administrators, developers, and architects to ensure business requirements are technically feasible and solutions are sustainable and scalable.
Coordinate with Process Owners: Collaborate with ITSM, GRC, IAM, and other process owners to ensure workflows align with organizational standards, compliance requirements, and governance frameworks.
Support Change Management: Facilitate smooth transitions when implementing new workflows or process changes, including communication planning, training delivery, and adoption support. "