#JB0052160
s definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
Advise customers on ways they can leverage the ServiceNow platform to transform their current processes.
Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology
Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts.
Drafting and reviewing 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
Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers.
Create and maintain architectural documents, process flows, database structures and other technical documentation.
Work with other members of your ServiceNow team to provide a great experience for our customers.
Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more.
Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
Juggle multiple and complex projects/initiatives
Promoting continuous improvement practices for delivery/engagement materials
Supporting specific sales activities when required
Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
Collaborate with team members
Up to 50% travel annually, driven by customer needs and internal meetings
Qualifications
In order to be successful in this role, we need someone who has:
At least 5 years of configuration/development experience for complex, highly-capable, technologies - inclusive of integrations and portals
Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Customer Service sponsors/stakeholders in solving business process and/or technical problems
Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
Knowledge of Telecommunication Best Practices in the following areas; Asset Management (network inventory), network discovery, Order Management, Operations, and Services Management.
Strong understanding of leading CRM tools and related systems.
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Ability to adapt to different situations
Proven team player and team builder
Ability to gain government clearances
Certification Requirements:
Required ServiceNow Certifications or achieved within first 90 days:
Certified System Administrator (required or must achieve within the first 60 days)
Certified Implementation Specialist - Customer Service Management
Certified Application Developer
Required ServiceNow Industry Certifications achieved within the first year:
Telecommunications Service Management (TSM) for Implementers
Telecommunications, Media, and Technology for Implementers
Telecommunications Network Inventory (TNI) for Implementers
Desired ServiceNow Certifications:
Certified ITSM, ITOM, FSM
FD21
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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