Business Process Consultant

Inetum is a European leader in digital services. Every day, the Group's 28,000 consultants and specialists aim to make a digital impact for businesses, public sector bodies and society as a whole: solutions that contribute to performance, innovation and the common good.

Present in 19 countries, close to the regions, and with its major software publisher partners, Inetum meets the challenges of digital transformation with proximity and flexibility. Inetum has forged strategic partnerships with 4 of the world's leading software publishers - Salesforce, ServiceNow, Microsoft and SAP - and is pursuing a dedicated acquisition strategy to become one of Europe's top 5 in these technologies, and offer the best expertise to its customers.

We are looking for a Business Process Consultant to join our highly motivated and dynamic team based in Sofia. We want the best people on our team, so we welcome and encourage candidates with a diverse variety of experience and background who have the motivation to develop and shine in ServiceNow technology consulting and professional services world.

As an international professional services and consulting company, we empower the success of Digital Transformation for 50+ of the leading enterprises across the globe. We are part of the Inetum Group, a global company providing flexible IT services and solutions, with headquarters in Paris, with offices in 27 countries. We solve customer challenges in areas such as Enterprise Service Management, IT Service Management, IT Operations Management, Cloud Automation and orchestration, DevOps, Customer Success Management, Integrated Risk Management, and the digitalization of business processes throughout various industries, such as Telecommunications, Finance, Automotive, Manufacturing, and others.

What is in it for you:

Inetum is the perfect place for you, if you are looking to help other people improve the way they work through implementing ServiceNow solutions, while being part of a dynamic and fun to collaborate with team. With us, you will be:

• Working for the biggest and the only ServiceNow Elite certified partner in South East-Europe;
• Exposed to how some of the biggest and leading companies world-wide run their business;
• Able to contribute to a fast-growing company, where you can develop yourself in the field of Enterprise Service Management, ServiceNow, consulting and professional services practices and see your positive impact on the team and the customers you work with.

We invest in and take care of our people - you will have not just a job, but a career, an ever-learning journey and a team that always takes care of each other.

Your responsibilities in this role:

• Understand customer requirements and business objectives;
• Understand and assess customers’ current processes, tools and operating model;
• Support the governance to design and implement improvements utilizing Service Management;
• Understand and be able to explain ServiceNow capabilities;
• Implement/configure and optimize Service Now solutions;
• Design integrations between ServiceNow and third-party solutions (LDAP, ERP, DB, Inventory, etc.);
• Perform UAT and knowledge transfer to customers;
• Create reports and generate metrics;
• Assist and help customers take ownership of implemented solutions;
• Possibility to travel.

What you need to be successful:

• Minimum 5+ years of relevant experience in IT and/or consulting customer facing role;
• Experience in business and IT Service Management process onboarding projects;
• Fluent English (Verbal and Written);
• BSc or MSc in IT, Business field or equal level of experience;
• Analytical skills  – ability to synthesize large amounts of information to the most important points, to understand what information is needed to formulate a functional requirement, to be able to separate the important from the non-important information, to investigate and drill for information needed to close a topic, to summarize major points and trends, so that the client can get the big picture, and at the same time stay on top of the detail behind a solution;
• Strong interpersonal skills – leading skills, communication, negotiation, focus on detail, prioritization, decision-making and strong analytical, and problem-solving skills;
• Ability to meet deadlines by working under pressure;
• Very strong presentation and client negotiation skills;
• Willingness to travel and lead onsite customer workshops;
• Adaptable and agile to constantly changing customer requirements;
• Understanding and knowledge of ITIL/ITSM best practices;
• ITSM and Business process experience;
• Excellent overall knowledge of Information Technology, architectures and multi-tier applications;
• Understanding of relational databases;
• Agile/Scrum/SAFe knowledge and experience.

Desirable skills, considered as a plus:

• Proven experience across program and project portfolio management, risk management, and audit activities.
• Experience in translating process requirements to software platform configurations, regardless of the platform – ServiceNow, Salesforce, SAP, HR platforms (Workday, SuccessFactors, etc);
• Experience with understanding and capturing functional requirements from clients for one or more of the following ServiceNow Modules is an advantage: Hardware Asset Management, Software Asset Management, HR Service Delivery, Integrated Risk Management, Service Portfolio Management, Customer Service Management;
• Experience and good understanding of CMDB and Configuration management and governance practices;
• Basic JavaScript or other scripting language knowledge;
• Prior experience with integrations;
• ITIL 4 / ITILv3 certification;
• Experience with any of the following IT Service Management Solutions is considered a plus -Service Now, HP / Microfocus Service Manager, BMC Remedy, CA Service Desk or similar.

What we offer:

• Excellent remuneration package;
• 24 paid vacation days;
• Flexible working arrangements;
• Additional Health insurance;
• Training and certifications;
• Great working environment and team spirit.