Technical Consultant
4 weeks ago
As a Principal Technical Consultant at ServiceNow, you will be the technical expert on our 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.
You will advise customers on ways they can 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; knowledge transfers, process documentation, proof of concepts.
Draft and review user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them. 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; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more. 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. Support specific sales activities when required. Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request.
Collaborate with team members. Up to 50% travel annually, driven by customer needs and internal meetings.
Qualifications
In order to be successful in this role, we need someone who has:
- 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.) and working with SaaS technologies.
- 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.
- Ability to adapt to different situations.
- Proven team player and team builder.
- Ability to gain government clearances.
Certification Requirements
Required ServiceNow Certifications or achieved within first 90 days:
- Certified System Administrator (required or must achieve within the first 60 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
Certified ITSM, ITOM, FSM
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