Full-Time Technical Consultant-ServiceNow
ServiceNow is hiring a remote Full-Time Technical Consultant-ServiceNow. The career level for this job opening is Experienced and is accepting Addison, Texas based applicants remotely. Read complete job description before applying.
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Customer Outcomes Senior Technical Consultant is responsible for configuring ServiceNow Platform (IT Workflow, Customer Workflow, Employee Workflow, and Platform) based on leading practices to provide a solution that achieves customer outcomes.
The Senior Technical Consultant is the functional and technical expert in customer engagements. Participate in workshops to assess current processes and establish future-state processes. Design and deliver ServiceNow solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.
Provide oversight and unit testing of code developed by partner or customer employees. Advise customers on how to take advantage of ServiceNow Platform capabilities to improve their business processes. Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.
Provide feedback to product development to improve the product based on experiences gained with customers. Maintain skills / certifications in ServiceNow Certified System Administrator, Customer Service Management (CSM) Implementor, Field Service Management (FSM) Implementor.
Requirements:
- At least 8 years of consulting experience for complex, global organizations
- Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in a Customer Service environment, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
- Proven experience in defining and deploying future-state Customer Service processes and in identifying solutions from a people, process, and technology perspective with a focused prowess on technology implementation
- Strong understanding of leading Customer Service and related systems (Salesforce, SAP, Oracle, Telephony)
- Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development
- Experience creating implementation design artifacts, conducting solution presentations, and obtaining customer acceptance of solution design
- Strong capabilities in forging trust, engaging an audience (remote or in-person), and bringing project/program management and leadership expertise
- Strong aptitude toward communicating complex concepts using visualization and modeling aids. Ability to design sophisticated wireframes, workflows, and diagrams
- Passion to continually study new technologies
- Excellent communication skills (written and verbal), strong presentation and facilitation skills (proficient in Visio, Word, and PowerPoint)
- Experience in analyzing and recommending Customer Service strategies based on business priorities
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
- Proven team player and team builder
Certification Requirements:
- ServiceNow Certified System Administrator
- Customer Service Management (CSM) Implementor
- Field Service Management (FSM) Implementor