The company is looking to help customers achieve their business outcomes by providing prescriptive guidance on the ServiceNow platform, specifically focusing on ITOM Workflow. The goal is to drive consumption, adoption, and customer satisfaction, ultimately helping customers grow their business by realizing the value of their ServiceNow investment.
Requirements
- A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations Discovery, Service Mapping and CMDB and/or Micro-Certifications
- At least 3 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
- Demonstrated ability to influence and consult (providing options with pros, cons and risks) in within ITOM, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
- 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.
- Develop required integration components (SSO, LDAP, etc.) with multiple systems
- Develop required portal components
Responsibilities
- 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
- Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development
Other
- Be the lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
- Juggle multiple and complex projects/initiatives
- Promoting continuous improvement practices for delivery/engagement materials
- Supporting specific sales activities when required
- Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
