The Customer Outcomes team at ServiceNow is looking to help customers achieve their business outcomes by providing prescriptive guidance and driving consumption, adoption, and customer satisfaction on the ServiceNow platform.
Requirements
- A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations in HAM and SAM and/or Micro-Certifications
- At least 5 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
- Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
- Strong understanding with leading ITAM leading practices and related systems and tools such as CMDB, SAM and HAM
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
- Proven team player and team builder
- Experience with developing required portal components
Responsibilities
- Be the technical expert in how to best support ITAM by configuring Hardware Asset Management (HAM) and Software Asset Management (SAM) capabilities using ServiceNow best practices focused on configuration vs. customization
- Support the engagements efforts for ITAM-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 ITAM Solution’s standard capabilities in their efforts to improve their ITAM capabilities
- Lead customer design workshops focused on ServiceNow Platform and ITAM 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
- Develop required integration components (SSO, LDAP, etc.) with multiple systems
Other
- Up to 50% travel annually, driven by customer needs and internal meetings
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
- Proven team player and team builder
- Ability to influence and consult (providing options with pros, cons and risks) in within ITAM, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
- Ability to juggle multiple and complex projects/initiatives
