Participate in process flow analysis and process redesign along with the Project Manager
Share best practices and be consultative throughout the technical design of the project
Produce a detailed functional design document to match customer requirements
Co-team with the Technical Architect to produce a technical specification for custom development and systems integration requirements
Participate in internal projects as required
Maintain current ServiceNow knowledge through self-study and utilization of available training
PREFERRED SKILLS/EXPERIENCE:
Ideal candidate must be self-motivated with a proven track record in ITSM and Non-ITSM (HRSD, ITBM, CSM, SecOps and GRC) technologies and comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base. Candidate must be organized and analytical, adept at working in a team environment, able to design and implement a project schedule, and able to handle multiple priorities in a fast-moving environment. Additional preferred qualifications are:
Extensive experience with ServiceNow or other Service Management tools (BMC, Landesk, Cherwell, Heat, Axios, HP,etc.)
Strong presentation and communication skills
Ability to understand business requirements and convert them into solution designs
Knowledge of web-based systems architecture, service-based architecture, enterprise application architecture as well as experience managing expectations and priorities. Must demonstrate good judgment and pragmatic approach to delivering a solution that optimizes architecture activities across company needs, business constraints and technological realities
Should have participated in, and be familiar with project methodologies
15+ years of total experience
5-7 years of relevant experience in professional services or customer support operations
3-6 years of ITSM systems integration and/or implementation experience