To be a high-performing, Technical Consultant delivering a set of ServiceNow technical services (development/delivery/support/administration) that ensure a high degree of satisfaction to the customer.
Key Responsibilities
1. Leading the customer with world class technical services and ensuring that the tools made available are utilised appropriately to maximise value realisation.
2. Proactively assisting CASE Leads to identify at least $1 of opportunities for every $1 the customer has spent on CASE. o e.g., $100K customer > $100k of additional opportunities (excluding renewals)
3. Complying with customer and CASE policies, processes, and procedures.
4. Achieving ongoing operational efficiencies.
5. Contributing to the growth of company’s culture and ways of working.
6. Maintaining an active Career Development Plan with career, training and certification goals achieved on time.
Key Performance Indicators
• Ensure quality of technical work is at a high standard.
- Assist CASE Lead with Value Realisation calculations for worked cases.
- Ensure compliance with agreed customer policies, processes, and procedures.
- Provide technical education to assigned Managed Service customers and drive self-service efficiencies by ensuring customer knowledgebase articles are created or updated.
- Achieve SLA targets on assigned Managed Service tickets.
Must Have
- IT Degree, relevant tertiary education in Computer Science or relevant experience.
- ServiceNow Sales & Messaging Foundation Accreditation
- ServiceNow Sales or Presales Acreditation in 1+ Product Line
• ServiceNow CSA • ServiceNow CIS x 1 - ITSM or HRSD or CSM
• ServiceNow Pro Suite x 1- ITSM • Certified to deliver 1+ CASE technical entitlements
Nice To Have
- Business Domain Certifications (eg ITIL, Scrum Master, PRINCE2)
Mandatory Experience
• Self-motivation to proactively utilise the ServiceNow and Enable training tools with a can-do attitude, to embrace the opportunities that arise when working for a dynamically growing organisation • Demonstrated effective interpersonal and communication and negotiation skills
- A clear understand of ITIL Service Management practices with specific focus on Incident, Change and Problem Management
- Experience in providing application support in ServiceNow
- Experience in prioritising competing demands and achieve results with customer focused approach
- Strong business acumen, analytical mind focused on problem-solving, strong
- technical skills and customer presentation skills
- Successful teamwork experience and intuitive understanding when to escalate
- Experience across multiple ServiceNow releases ideally from Orlando to most recent release, ability to clearly articulate release updates and impacts to customers
Desired Experience & Knowledge
