A large portion of the duties of this role will be performing as ITSM ServiceNow capabilities and Business Process Engineer (BPE).

As ITSM ServiceNow capabilities lead - you will be in charge of defining & designing new capabilities/services that will be developed on HP ITSM platform.

Once the capability is in operation, you will be in charge of enhancements as well as deep technical expertise support.

The process engineering role involves “thinking process”. BPEs draws inferences from process details and link these inferences to the big picture by considering business objectives in identifying process improvements and the creation of new processes. A Business Process Engineer typically has the ability to structure a large amount of information within a process framework.


In fact, the BPE will work within the Global Service Delivery team and across regional departments, engage with other services organizations and other HPI entities (RBUs/GBUs) to find the best way to design new workflow and processes that will translate into a set of capabilities in HP ITSM ; as well solve existing service delivery agent and workflow process-related problems. This will often involve mapping existing processes and designing improved ones. BPE will be required to interpret business requirements, holding meetings, researching processes, collecting data, analyzing information and performing related tasks.

Next, to the BPE responsibilities, the individual must be able to act as a Project/Program Manager, providing direction to team activities and facilitates information validation and team decision-making process. The projects are usually cross-organizational - affecting two or three Business Units. Aside from that, The individual will need to coordinate and integrate the work efforts and deliverables of a multi-function project team related to the execution of complex projects within the Device as a Service (Daas) business of HP Inc.

Education and Experience Required:

  • First Level University degree. 5+ years in project management roles or in like roles/businesses (BPE)
  • Strong analytical background, be a problem solver and have excellent diagramming and communication skills


Knowledge and Skills:

  • Demonstrates an in-depth understanding of key Services’ operational policies, processes, and methodologies applicable to project management
  • Business Process Engineers will have the knowledge of process mapping and business process re-engineering
  • The ability to analyze business processes and workflows with the objective of finding out how they can be improved or automated
  • Speaks with the expertise to many layers of depth related to project management methods
  • Participates in the Services PM Profession community
  • Possess or be on the PMP or PMI-BPA Certification path
  • ITIL Foundation certification
  • Current ITSM knowledge - Preferred
  • Experience in ITSM product development as Business Analyst & Writing stories
Technical Skills