Principal Technical Consultant, ITOM and ITAM

Summary

Join Crossfuze as a Principal Technical Consultant and provide guidance to customers on modeling and automating processes within the ServiceNow platform. You will develop solutions for customer ServiceNow environments, requiring expertise in ITOM and ITAM. This fully remote position, open to US-based candidates, demands strong ServiceNow experience and technical skills. You will lead technical aspects of project delivery, ensuring solutions meet customer needs and industry standards. The role involves collaboration with clients and team members, requiring excellent communication and problem-solving abilities. Crossfuze offers a competitive compensation package and a supportive work environment with flexible remote work options and various employee benefits.

Requirements

• 5+ years of experience implementing, configuring, and customizing ServiceNow
• 4+ years of experience with common web technologies and networking (e.g. XML, HTML, AJAX, CSS, HTTP, TCP/IP, etc.)
• Ability to work remotely and with remote resources as needed
• Ability to understand and implement complex end-user requirements
• Ability to effectively organize work across multiple projects
• Strong understanding of ITIL methodologies, IT architecture, JavaScript and web software design principals
• Working knowledge of relational databases
• Ability to prioritize, manage, and refine the project backlog, ensuring that stories are well-defined and ready for development
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients and team members
• A deep understanding of IT Operations Management (ITOM) and IT Asset Management (ITAM) principles and best practices and the ability to deliver high-quality solutions that meet customer needs and industry standards
• ServiceNow System Administrator Certification required
• ServiceNow Application Developer Certification required
• ServiceNow Implementation Specialist in four or more applications required

Responsibilities

• Support engagement efforts for 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 to improve their business processes
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guides and provides 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
• Provide technical expertise in how to best support ServiceNow best practices focused on configuration vs. customization
• Be an expert in ServiceNow platform capabilities, and be able to guide project team in scripting, workflows, and overall platform best practices
• Prepare 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 Crossfuze Delivery team upon request

Benefits

• Flexible remote work options
• Additional PTO day for mental health
• Competitive paid time off
• Half-day Fridays
• Paid maternity and paternity leave for biological birth and adoption
• Newborn, adoption and fertility assistance
• Competitive training & development programs
• Healthcare Plan
• 401(k) with employer match
• 10 days toward bereavement leave
• Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice