ServiceNow Consultant

Role purpose

With a sound and deep understanding of the ServiceNow platform, ITIL processes, ServiceNow applications usage and best practices, the ServiceNow Consultant will provide consulting services to clients. 

Through design and delivery of business solutions, comprising leading process definition and gap analysis workshops, creating stories, planning sprints, leading, undertaking and coaching all aspects of ServiceNow application configuration, customer administrators, leading testing, delivering end user training, project go live and delivering project administration.  

 The consultant role is crucial to SCC’s business strategy around the ServiceNow offering and will be requested to be proactive, commercially aware and to guide more junior colleagues.  

        Key responsabilities

• Discover and understand customer’s current state environment from a process and technical perspective; 
• Lead workshops to present ServiceNow process areas and define detailed requirements; 
• Educate customers in best-practice process and operations; 
• Translate business and functional requirements into a comprehensive solution; 
• Customer liaison and advocacy; 
• Deliver project engagement ServiceNow technical configurations through hands-on delivery and customer administration coaching; 
• Delivery of consulting services to install, configure, and integrate software products from ServiceNow; 
• Lead and participate in testing and UAT support; 
• Prepare technical documentation as specified in customer contracts and as internally required; 
• Support the sales team when required through demonstrations, Proof of Concepts, and customer presentations; 
• Support the development, innovation and growth of services delivered by SCC; 
• Deliver a positive and value-add experience for our customers in every interaction; 
• Be commercially aware throughout engagement and identify future opportunities; 
• Establish credibility at all levels with customer and build problem-solving partnerships with clients and colleagues; 
• Support and guide more junior colleagues. 

         Your profile 

• Knowledge in IT Service Management, Service Management, and ITIL; 
• Considerable experience in a consulting position, delivering software implementation engagements;  
• Experience with the ServiceNow ITSM suite;  
• Certified ServiceNow System Administrator;  
• ITIL Foundation certified (V3 or v4);  
• Excellent verbal and written communication skills;  
• Excellent interpersonal and negotiating skills, ability to enable collaboration; 
• Innovative and pro-active, able to work on own initiative and a problem solver;  
• Experience with ROI / value propositions for customer’s software implementations; 
• Ability to convey a strong presence, professional image, and deal confidently with complex technical problems; 
• Effective team player.

Desirable, but not essential 

• ServiceNow Certified Implementation Specialist in ITSM, SPM, ITOM, CSM; 
• Certified Application Developer; 
• Experience in multiple application architectures and supporting technologies; 
• Expertise with scripting such as JavaScript; 
• Web service proficiency (REST, SOAP) as well as XML and JSON knowledge; 
• Experience in Software Development Lifecycle and methodologies such as Scrum, Agile; 
• Project/change management experience and skills.