Key skills
ITSMServiceNowMentoringChange ManagementCommunicationPresentation Skills
About this role
Role Overview
- 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.
Tech Stack
- ITSM
- ServiceNow