ServiceNow Solution Architect- Solution Portfolio Manager/Customer Success Manager

Summary

Join NewRocket, a leading ServiceNow partner, as a ServiceNow SPM/CSM Solution Architect with a focus on platform capabilities. This role involves leading the successful delivery of ServiceNow solutions and services in a client-consulting environment. You will be responsible for conducting requirements gathering workshops, configuring and customizing SPM/CSM ServiceNow applications, managing all aspects of application development, and mentoring project team members. This is a high-profile growth opportunity for a highly motivated individual with strong technical, communication, and organizational skills.

Requirements

• Experience with implementing ServiceNow modules (SPM, CSM, Intergrations, IT Service Management, Knowledge Management, Service Level Management, Survey Management, Agent Workspace, Virtual Agent, Reports and Dashboards, Performance Analytics)
• Creation of script-based Assignment and Approval rules, custom related lists, Access Control list, UI Policy and client script
• Experience with ServiceNow for custom application design and development
• Knowledge of ITIL V4 processes and hands on with ITIL process implementation
• Experience with ServiceNow SPM/CSM products
• Strong knowledge of architecture principles for cloud-based platforms
• 7-12 years of IT Services and proven architecture experience
• 5+ years of leadership level experience with Enterprise Management tools and IT Service Management tools such as ServiceNow
• Proven business architecture experience
• Bachelor's degree in computer science, Computer Engineering, Information Systems or demonstrated work experience
• The candidate must be willing and able to continue their education within the ServiceNow platform and beyond
• It is expected that the candidate will be able to complete ServiceNow competency Certifications as well as Module Accreditations

Responsibilities

• Conduct requirements gathering workshops with clients in both onsite and virtual environments
• Configure and customize SPM/CSM ServiceNow applications with focus on platform capabilities such as Mobile App Engine, UIBuilder, Workspaces and Performance Analytics
• Manage all aspects of application development, including design, coding, debugging, testing, troubleshooting, and documenting systems, query optimization, and report-writing
• Mentor project crew members by managing peer reviews and provide technical guidance
• Create and execute development plans as appropriate to meeting changing needs and requirements
• Ability to plan and package ServiceNow platform solutions and accelerators
• Presales Demo and Proof of Value for prospective customers
• Conduct SPM/ CSM/Intergrations capability Requirements Analysis sessions and customer workshops
• Troubleshoot and support ServiceNow based applications and systems
• Draft use cases and functional requirements documents
• Draft proposals and statements of work for solutions
• Reviewing and providing guidance on functional requirements documents
• Provide technical assistance in a pre-sales capacity
• Design custom or product-based solutions based on ServiceNow applications

Preferred Qualifications

• Minimum 4 years preferred work experience on the ServiceNow platform
• Adapts quickly in a fast-paced environment!