ServiceNow Business Transformation Consultant

ServiceNow Business Transformation Consultant Miejsce pracy: Kraków Your responsibilities 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. Our requirements 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 we offer 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 Benefits sharing the costs of sports activities private medical care life insurance no dress code parking space for employees extra social benefits redeployment package employee referral program charity initiatives access to courses e.g. Excel, VBA, RPA, Customer Care unlimited access to Udemy Business free chat/call with a therapist Recruitment stages Interview with the recruiter Competency Tests/Language Verification Video call with a manager Final Decision 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. Capgemini Polska 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. I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).

Location: Kraków, małopolskie, PL

Posted Date: 10/31/2025