ServiceNow Technical Consultant

23 hours ago

Austin, Texas, United States ServiceNow Full time
Transform Customer Service with ServiceNow

As a CiWF Principal Technical Consultant, you will be the technical expert on the ServiceNow platform, advising customers on leveraging configurations versus customizations. You will support engagement efforts for Customer Service-specific process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders.

Key Responsibilities:
  • Advise customers on ways to leverage the ServiceNow platform to transform their current processes.
  • Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology.
  • Guide customers through the ServiceNow capabilities during different parts of the engagement.
  • Draft and review user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them.
  • Provide ad-hoc oversight/training for the customer's future system administrators throughout the engagement.
  • Perform the role as a technical development lead and be responsible for the development process for partner resources (onshore and offshore) and other peers.
  • Create and maintain architectural documents, process flows, database structures, and other technical documentation.
  • Work with other members of your ServiceNow team to provide a great experience for our customers.
  • Perform hands-on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities.
  • Prepare all customer-facing deliverables focused on the technology and responsible for the quality of configured/developed solutions.
  • Juggle multiple and complex projects/initiatives.
  • Promote continuous improvement practices for delivery/engagement materials.
  • Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request.
Requirements:
  • At least 5 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 a customer service environment, while providing thought leadership to Customer Service 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.).
  • Knowledge of Telecommunication Best Practices in the following areas; Asset Management (network inventory), network discovery, Order Management, Operations, and Services Management.
  • Strong understanding of leading CRM tools and related systems.
  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.
  • Required ServiceNow Certifications or achieved within the first 90 days: Certified Implementation Specialist – Customer Service Management, Certified Application Developer.
  • Required ServiceNow Industry Certifications achieved within the first year: Telecommunications Service Management (TSM) for Implementers, Telecommunications, Media, and Technology for Implementers, Telecommunications Network Inventory (TNI) for Implementers.
  • Desired ServiceNow Certifications: Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.

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