ServiceNow Sr. Technical Consultant - Customer Success Management

ServiceNow Sr. Technical Consultant - Customer Success Management

The Sr Technical Consultant will provide subject matter and technical expertise to support customer s implementations of products developed on the ServiceNow platform. This is a hands-on role capable of leading technical implementations to ensure customers are successfully implemented and value-established.

As a member of our ServiceNow Solutions organization, the MSP Senior Technical Consultant will provide subject matter and technical expertise to support CDW s Managed Services ServiceNow instances. This is a hands-on role capable of leading technical and complex enhancements to meet internal stakeholder demands while maintaining the stability of the platform.

Key Responsibilities

• Estimation, creation and delivery of solutions for stakeholders and/or customers addressing requirements through technical architecture in consideration of process design, ServiceNow Technical Best Practice and Standards.
• Collaborate and contribute on the creation, deployment and maintenance of Technical Best Practices and Standards.
• Ensure technical deliverables to customers are complete, consistent, high quality, on time, and deliver valued outcomes.
• Build trust and establish thought leadership through publication activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc.
• Provide mentorship and guidance to other members of the team.
• Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities.
• Manage multiple clients with limited or no support after initial project implementation.
• Contribute to the continual improvement of Delivery and Enhancement Services or SNS processes as well as the maturing of the different portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements.
• Other duties and responsibilities as assigned.

Other Responsibilities

• Timely resolution of assigned Incidents, Requests, and Problems while providing exceptional customer service by employing active listening, empathy, problem-solving and clear communication (verbal and written)

Education and/or Experience Qualifications

• Bachelors degree in a Technical field or equivalent experience.
• 3+ years experience as a developer working on the ServiceNow platform.
• ServiceNow Certified System Administrator (CSA) current or within 6 months of hire.

Required Qualifications

• At least 1 CIS certifications (in addition to CIS-ITSM) current or within 6 months of hire.
• ServiceNow Certified System Administrator (CSA) current or within 6 months of hire.
• Proficiency with Web Technologies (XML, HTML, JavaScript, Angular JS, etc.) and working in a SaaS environment.
• Experience with web services integrations.
• Experience working with multiple customers concurrently.
• Active listening skills, respecting others' point of view and takes ownership of contributing the required input while demonstrating strong communication skills (written, interpersonal, and presentational).
• Proven experience as a key technical resource leading the development and delivery of ITSM solutions.
• ServiceNow Pre-Sales Accreditations in all product lines current or within 6 months of hire.
• Experience implementing systems using the Agile/Scrum methodology.
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership in solving business processes and/or technical problems during project delivery.
• Demonstrated interpersonal skills, customer centric attitude, ability to deal with cultural diversity.
• Proven team player and team builder.
• Strong ownership, accountability, and attention to detail in all work efforts.
• Superior maturity, professionalism, and judgment; ability to excel with minimum supervision.
• Commitment to customer satisfaction and supports our brand promise and guarantee to always make it right .
• Ability to travel at least 10% of the time.
• Ability to make decisions which have significant impact on the department s credibility, operations, and services.

Preferred Qualifications

• Degree or equivalent, preferably in Computer Science or Information Technology.
• 5+ years of experience as a developer working on the ServiceNow platform.
• ITIL 4 Managing Professional, Strategic Leader, or Master Level certifications OR ITIL v3 Practitioner, Intermediate, Expert or ITIL v3 Master certifications.
• Proficiency with technical components such as LDAP, SAML/SSO and other such technologies.

Job Category: Engineering

People Leader v. Individual Contributor: Individual Contributor

Travel Percentage: 10