Job Description :
Essential Job Functions
Business analysis, requirements gathering and solution design abilities
Experience in a Professional Services environment engaging with executive stakeholders, solution architects and extended program teams
Solid Exemplary verbal and written communication skills, with the ability to adapt messaging to varying stakeholder levels
Proven experience in designing and implementing solutions on the ServiceNow platform
Experience with the ITSM processes or in the following functional areas : CSM, HR, SecOps, ITOM, ITBM
Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including : SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
Is self-motivated / self-directed capable of multi-tasking and accepting change both in tasks and schedule
Ability to handle and overcome objections in both a pre-sales and engagement delivery context
Ability to learn technology quickly through instruction and self-training
Ability to work in an international, fast-growing environment
Ability to travel up to 50% of the time
Design and communicate a Technical Architecture Blueprint based on Capability and Process Implementation Roadmaps aligning to desired Business outcomes
Work in conjunction with Program Directors and Engagement Managers to assist with technical program level activities including the rollout of client centre of excellence (COE), delivery assurance and realization of customer journey.
This may include time as a resident architect for strategic clients
Provide thought leadership and ensure that customer engagements are aligned to ServiceNow Implementation Best Practices
Create and maintain Platform Implementation RoadMap . Provide hands on assistance with the detailed design and implementation approach of selected engagements
Demonstrate product and technical leadership on ServiceNow engagements with customers and partners
Assist delivery teams with resolving critical path technical issues, challenges
Provide guidance on Customer’s ServiceNow Development lifecycle
Works independently within a business area and assists at the enterprise level to influence the technical decisions during all phases of the project (Technical).
Knows relevant issues and considerations in selecting both technical software packages and vendors including capabilities, clients who have installed them, and user experiences with them (Technical).
Designs and constructs interfaces across platforms (Technical).
Provides consulting support to projects during the vision and strategy, architecture, and development phases (Methodology).
Leads a team of 6-10 resources (company, client and third-party resources) in area of expertise to conclusion of a project phase (Management).
Provides input in identifying issues and considerations for selecting business application packages and vendors (Business).
Manages client expectations and balances the needs of the company and clients to ensure satisfaction for both (Relationship Management).
Influences decisions and project direction at the executive level (Relationship Management). Performs consultative selling and leverages business through superior delivery skills, client relations and subject matter expertise (Leverage).
Participates in proposal efforts and sales calls (Leverage).
Provides leadership and work guidance to less experienced personnel (Leadership). Communicates in formal presentation settings including medium to large sized groups of key decision makers at the executive level;
tailors’ presentations to needs and interests of the audience. Develops articles and white papers covering areas of expertise (Communication).
PERFORMANCE CRITERIA (Objectives)
Quality Delivery : Quality delivery of client solutions as measured by quality, the (minimal) amount of re-work required and high client satisfaction
Client Relationship : Build partnerships with clients to establish yourself as a key, trusted resource
Adaptability & Flexibility : Be adaptable and flexible to accept all reasonable placements assigned to you
Self-Management : Proactively build your performance portfolio by gathering stakeholder feedback on your performance and provide this on a regular basis back to your manager
Self-Management : Undertake self-development to further enhance the breadth and depth of your skills (eg : Attend forums, self-study etc)
Teamwork : Where applicable develop and mentor your fellow team members to grow and enhance our breadth and depth of experience
Contribution to Company : Keep abreast of developments and opportunities across the business and use your experience and knowledge to help grow the business
Contribution to the Company : Positive contribution to the Company above and beyond day-to-day work as including (reasonable) attendance at Company meetings / functions and involvement with internal work projects and initiatives as required
TECHNICAL & PROCESS SKILLS
Recognised as leading expert / SME in chosen areas of expertise
6+ years working in the ITSM or IT services / consulting industry
Proven consulting experience as a key technical resource leading the development and delivery of ITSM solutions in client environments.
Strong technical background and implementation of ITSM products & services
Good understanding of IT related business issues
Very strong presentation skills, able to communicate complex technical concepts to a wide customer
Pre-sales and demonstration abilities
Strong team leadership qualities
Abreast of market and industry trends in regard to relevant IT technologies and methodologies
Exposure to :
Service Management industry and tools
Certified ITSM+ three other area. ITIL, Involved and delivered deployments, Basic level of programming - Java Script, Service Delivery experience (Infrastructure support previous experience 1st / 2nd level support
Knowledge of technical components such as LDAP, VPN, SSL, SAML / SSO and other such technologies.
Client Management Acts as trusted advisor (and understands what this is and why it is important)
Building Relationships Develops collaborative relationships to facilitate current or future goals
Adaptability Adapts own behaviour to suit the situation
Decision Making Makes pragmatic decisions based on a range of factors
Conceptual Thinking Ability to explore and manipulate ideas beyond concrete constraints
Influencing & Negotiating Sells’ and promotes solutions and services (and arguments and concepts that support them) by tailoring benefits to audience
Business Skills Has and maintains a high level of understanding of business operations
Oral & Written Communication Listens, responds to prompts, summarises and is pro-active with all communications
Accountability Accepts personal accountability for actions regardless of outcomes
Results Orientation Regularly refocuses on results
Self-Awareness Is able to manage pressure and emotions in a positive way
Self-Confidence and Resilience Demonstrates persistence in the face of obstacles
Self-Management Sets own challenging short, mid and long-term goals
Initiative Takes responsibility for improvements or solving problems
10+ years in IT industry
8+ years working in professional services as a Technical Consultant, Implementation / Engagement Manager, Project Manager etc.
Has participated in a wide range of projects across several different industry sectors
Professional Services Business Development / Sale