Technical Consultant

Summary

Join ServiceNow as a Customer Outcomes Senior Technical Consultant! In this role, you will configure the ServiceNow platform to achieve customer outcomes, acting as a functional and technical expert. You will participate in workshops, design solutions, provide code oversight, advise customers, and guide documentation completion. You will also provide product development feedback and maintain relevant ServiceNow certifications. This position requires extensive consulting experience, proven expertise in customer and field service processes, and strong technical skills. Success in this role demands excellent communication and collaboration abilities.

Requirements

• At least 8 years of consulting experience for complex, global organizations
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a Customer Service and/or Field Service Delivery / Shared Services environment, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Proven experience in defining and deploying future-state Customer Service and/or Field Service processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology
• Strong understanding with leading Customer Service and/or Field Service and related systems and tools such as Salesforce, SAP, Oracle, Telephony
• Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design
• Strong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertise
• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams
• A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Experience in analyzing and recommending Customer Service and/or Field Service strategies based on business priorities
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• ServiceNow Certified System Administrator
• Customer Service Management (CSM) Implementor
• Field Service Management (FSM) Implementor

Responsibilities

• Configure ServiceNow Platform (IT Workflow, Customer Workflow, Employee Workflow, and Platform) based on leading practices to provide a solution that achieves customer outcomes
• Participate in workshops with customers to assess current processes and establish future-state processes
• Design and deliver ServiceNow solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices
• Provide oversight and unit testing of code developed by partner or customer employees
• Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Provide feedback to product development to improve the product based on experiences gained with customers
• Maintain skills / certifications

Preferred Qualifications

Maintain skills / certifications