Responsibilities
- Serve as the technical expert in optimizing and leveraging ServiceNow best practices with a strong focus on configuration versus customization.
- Support the engagements efforts such as specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders, for these specific solutions and domains
- Advise customers in their efforts to take advantage of the ServiceNow Solution’s standard capabilities in their efforts to improve their processes
- Lead customer design workshops focused on ServiceNow Platform and Solution technology
- Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
- Draft more technically-focused 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
- Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development
- Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
- Develop required integration components (SSO, LDAP, etc.) with multiple systems
- Develop required portal components
- Prepare all customer-facing deliverables focused on the technology and responsible for quality of 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
Work Arrangement
Hybrid
Additional Information
- Up to 50% travel annually, driven by customer needs and internal meetings
