The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction, and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.
Requirements
- At least 5 years of ServiceNow configuration/development experience for complex, highly-capable, technologies – inclusive of integrations
- At least 3 years of ServiceNow Integrated Risk Management (IRM) configuration/development experience
- Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
- Proficiency in ServiceNow scripting and Glide Scripting
- Develop required integration components (REST/SOAP API, Integration Hub, etc.) with multiple systems
- Develop required workspace components using UIB and otherwise to meet the acceptance criteria
- Prepare all customer-facing deliverables focused on the technology and responsible for the quality of the configured/developed solution
Responsibilities
- Develop solutions for our customers through technical configuration of the Risk & Resilience products
- Be the technical expert in how to configure best and implement the Risk & Resiliency product portfolio using ServiceNow leading practices focused on configuration vs. customization
- Articulate the implications of customization and technical debt while consultatively weighing the pros and cons of OOB vs. customization
- Advise customers in their efforts to take advantage of the ServiceNow Risk & Resilience solutions’ standard capabilities in their efforts to improve their Risk & Resilience processes
- Participate in customer design workshops focused on ServiceNow Platform and Risk & Resilience solution technology
- 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
- Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement
- Be a 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 services sales activities when required
