Technical Consultant, Manufacturing Expert

4 weeks ago

Austin, Texas, United States ServiceNow Full time
Job Description

ServiceNow is seeking a highly skilled Technical Consultant, Manufacturing Expert to join our team. As a Technical Consultant, you will be responsible for consulting with customers and configuring the ServiceNow Telecommunications Service Management products based on configuration best practices to accelerate and drive customer business outcomes.

Key Responsibilities:
  • Be the technical expert on the ServiceNow platform, advising customers on leveraging configurations vs. customizations.
  • Support customer engagements, including process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders.
  • 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, including knowledge transfers, process documentation, and proof of concepts.
  • Draft and review user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them.
  • Guide and 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, including Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more.
  • Prepare all customer-facing deliverables focused on the technology and be responsible for the quality of the configured/developed solution.
  • 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:

  • 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 Manufacturing Best Practices in the following areas: Order to Cash, Order issue management, orchestration, product quality issues.
  • 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 the first 90 days:
  • Certified System Administrator (required or must achieve within the first 60 days)
  • Certified Implementation Specialist – Customer Service Management
  • Certified Application Developer

Desired ServiceNow Certifications:

  • Certified ITSM, ITOM, FSM

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