The Technical Consultant, IT Workflow is the functional and technical expert of a customer engagement team consulting with customers and configuring the ServiceNow IT Asset Management products based on configuration best practices all with the goal of accelerating and driving customer business outcomes.
What you get to do in this role :
Be the technical expert in how to best support IT by configuring IT Asset Management Service Delivery using ServiceNow best practices focused on configuration vs. customization
Support the engagements efforts for IT - specific process definition, re-engineering, improvement and gap analysis of current / future-state processes during workshops with key customer sponsors and stakeholders
Advise customers in their efforts to take advantage of the ServiceNow IT Asset Management Solution’s standard capabilities in their efforts to improve their IT processes
Lead customer design workshops focused on ServiceNow Platform and IT Asset Management Solution technology
Guiding customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
Drafting more technically-focused 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
Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development
Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
Develop required integration components (SSO, LDAP, etc.) with multiple systems
Develop required portal components
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
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 3 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 an IT environment, while providing thought leadership to IT 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
Strong understanding with leading IT and related systems and tools such as Flexera, SNOW Software, BMC, Microsoft, SCCM along with experience with Oracle, IBM, Adobe and Microsoft licensing models.
Understanding of end-to-end procurement, request, allocation & reclamation process flows
Ability to interact with customers in regard to contract management
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder 
