Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processes
Be a key member of an overall engagement team focused on delivering customer outcomes
Lead customer design workshops and speak to how best practice processes align to the ServiceNow platform
Create client specific presentations for workshops
Guiding customers in defining and refining business requirements for functional aspects of the solution
Drafting user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
Managing and communicating ITSM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectations
Assist clients with creating and executing Organizational Change Management (OCM) plans
Contribute towards continuous improvement of leading practices
Growing and mentoring other members of ServiceNow and the partner ecosystem
Requirements
Must be a US Citizen
Must be able to obtain DHS program suitability prior to starting employment
4+ years of experience with the ServiceNow platform supporting ITSM and ITIL process flow development and tuning
Significant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / ITSM Services environment
Experience in defining and deploying future-state ITSM processes and in identifying solutions from a people, process, and technology perspective
Excellent communication and presentation skills
Experience in analyzing and recommending ITSM strategies based on business priorities
Excellent interpersonal skills, customer-centric attitude and experience working with diverse team
Strong problem-solving and analytical skills with an aptitude and passion for learning new technologies
Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box
Strong documentation and technical writing experience.