Full-Time Technical Consultant-ServiceNow

The Customer Outcomes Senior Technical Consultant is responsible for configuring ServiceNow Platform (IT Workflow, Customer Workflow, Employee Workflow, and Platform) based on leading practices to achieve customer outcomes. The Senior Technical Consultant is the functional and technical expert in customer engagements.

Responsibilities:

• Participate in workshops to assess current processes and establish future-state processes.
• Design and deliver ServiceNow solutions with a technical architecture for long-term success, following ServiceNow technical standards and leading practices.
• Provide oversight and unit testing of code.
• Advise customers on ServiceNow Platform capabilities to improve business processes.
• Guide customers in completing documentation, such as business requirement workbooks.
• Provide feedback to product development to improve the product.
• Maintain ServiceNow certifications (System Administrator, CSM Implementor, FSM Implementor).

Qualifications:

• 8+ years of consulting experience for complex, global organizations.
• Demonstrated ability to influence and consult (pros, cons, risks) in customer service or field service environments, leading sponsors/stakeholders in solving business/technical problems.
• Proven experience defining and deploying future-state processes, identifying people, process, and technology solutions, focusing on technology implementation.
• Strong understanding of Customer Service/Field Service systems and tools (Salesforce, SAP, Oracle, Telephony).
• Experience converting business requirements to configuration requirements (authoring user stories for Agile).
• Ability to influence senior leaders, identify needs, and provide options with pros, cons, and risks.
• Experience creating implementation designs, presenting solutions, and obtaining customer acceptance.
• Strong trust-building and communication skills with a remote or in-person audience.
• Strong aptitude for communicating complex concepts with visualization and modeling aids (wireframes, workflows, diagrams).
• Passion for learning new technologies and pushing existing technology capabilities.
• Excellent communication (written and verbal), presentation, and facilitation skills (proficient in Visio, Word, and PowerPoint).
• Experience analyzing and recommending strategies based on business priorities.
• Strong interpersonal skills, customer-centric attitude, and cultural diversity experience.
• Proven team player and team builder.
• Certifications: ServiceNow Certified System Administrator, CSM Implementor, FSM Implementor.

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