Full-Time Senior Technical Consultant, ITOM Workflow

• Be the technical expert in how to best support ITOM by configuring Configuration Management Database (CMDB), Service Mapping and Discovery capabilities using ServiceNow best practices focused on configuration vs. customization
• Support the engagements efforts for ITOM-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Advise customers in their efforts to take advantage of the ServiceNow ITOM Solution’s standard capabilities in their efforts to improve their ITOM capabilities
• Lead customer design workshops focused on ServiceNow Platform and ITOM Solution technology
• Guiding customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Drafting more technically-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement
• Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development
• Develop required integration components (SSO, LDAP, etc.) with multiple systems
• Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution

• ServiceNow Certified System Administrator (CSA) certification
• 8+ years of configuration/development experience for complex technologies
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
• Strong understanding with leading ITOM leading practices and related systems and tools such as CMDB, integrations and event management.
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity

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