ServiceNow Platform Strategist

Summary

Join Crossfuze as a Platform Strategist and serve as a trusted advisor to C-Suite and other executives regarding the ServiceNow platform. You will be the platform expert, guiding customers in strategy, roadmaps, value realization, and program governance. Build strong relationships to drive platform adoption and help customers transform their business and achieve ROI. This role requires developing and delivering strategic roadmaps, defining KPIs and value targets, and assisting in program governance. You will also provide technical coordination, project leadership, and coaching to team members, while managing client relationships and driving long-term value.

Requirements

• 8+ years ServiceNow experience
• 5+ years in process areas (example ITSM, CSM, HR)
• 10+ years enterprise-level technical implementation experience
• 10+ years Consulting experience
• Advanced analytical and problem-solving abilities
• Excellent time management and organizational skills
• Experience working with C-level and Executive level Business and IT stakeholders
• Excellent written and verbal communication skills
• ServiceNow Certified System Administration Certification required
• ServiceNow Certified Implementation Specialist in at least 5 areas (example: ITSM, CSM, HR, SPM, etc.) Required

Responsibilities

• Own, develop, deliver, and maintain strategy driven roadmaps aligned with business priority and outcomes
• Help define KPI’s, value targets, and value criteria
• Assists in envisioning, creating, validating, and championing target areas of business improvement opportunities with the ServiceNow platform
• Assists in the creation of, and thereafter participation in, the ServiceNow Program Governance Board
• Design of a platform governance model to support customer priorities
• Help drive outcome realization through the evaluation of customer demands against platform capabilities, future enhancements, and best practices
• Assist with any standard operating procedures or other playbooks
• Define an implementation strategy
• Assess Organizational readiness and provide areas and ways to increase the readiness of the business
• Be a go-to authority for internal team members in a highly cross-functional organization, working closely with sales, presales, project management, junior and senior consultants, and management
• Actively engage in presales efforts to help identify outcomes and map them to success criteria
• Maintain professional, quality interactions with customers at all times
• Provide technical coordination and project leadership for Crossfuze consulting staff
• Provide on-the-job coaching to Crossfuze project team members
• Be responsible for long term client relationship management at a set of accounts to drive long term value from the Platform
• Partner with Sales to drive revenue growth through the farming of existing relationships at a designated set of accounts
• Be accountable for leading teams to deliver consistently high CSAT scores
• Assist in Estimation, SOW, and other deliverable reviews
• Maintain 70% billable utilization target

Preferred Qualifications

• Advanced understanding of ITIL methodologies; Certification preferred
• ServiceNow Certified Master Architect preferred (or desire to pursue the certification)
• Knowledge of and experience with AI-powered solutions that enhance workflow automation, improve decision-making, and optimize service delivery

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
• Extended Healthcare Plan
• Group RRSP 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