Service Now Technical Consultant

Education-Certificates

• Required: Bachelor's degree or 5+ years related experience as a Technical Consultant

• Required: ServiceNow Certified System Administrator

• Required: ServiceNow Certified Implementation Specialist in at least 2 platform capabilities

• Preferred: ServiceNow Certified Application Developer

• Preferred: ITIL4 Certification (ITIL v3 acceptable)

Experience

• 5+ years of ServiceNow Technical Consulting experience

• Deep functional and technical knowledge of the ServiceNow and demonstrable experience with ServiceNow platform navigation, administration, configuration, integration, and scripting

• Extensive knowledge and experience using Flow Designer

• Proven skills in integrating ServiceNow with other industry leading tools and applications utilizing Integration Hub or APIs

• Understanding of ITIL concepts and IT Service Management practices (ITIL v4 certification a plus)

• Understanding of Agile based approach to software development (SCRUM experience a plus)

• Follows, supports, and demonstrates understanding of SAIF Methodology

• Ability to work remotely and unsupervised, and to deliver to written requirements

• Effective written and verbal communication skills

• Strong attention to detail and problem solving ability

• Possesses experience in Performance Analytics, Robotic Process Automation & Mobile

• Experience in use case, functional and user acceptance testing

• Ability to write technical documentation in a clear and concise manner

• Experience with web-based programming languages - Angular JS, Java, XML, JSON, HTML, CSS and similar are valuable

• Understanding of relational database concepts is a must (Experience as a DBA, or similar, greatly desired, but not required)

• Domain separation experience is required

• Experience with recent ServiceNow versions

Responsibilities

• Function as a lead in the development, creation, and modification of general ServiceNow applications and modules with low code / no code functionality

• Apply OOB solutions whenever possible to accomplish client deliverables

• Perform discovery work sessions to determine the solution requirements and produce deliverables, including mock-ups, flows, etc.

• Deliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core System, and Applications

• Implement IT Infrastructure Library (ITIL) processes, workflow customization, ticketing, process automation, report development, dashboard creation, and system configurations

• Implement the Core System including integration components (LDAP, Discovery, MID Server, etc.)

• Apply Agile software development practices for customizations to the platform and applications

• Refine requirements and perform integrations with the ServiceNow Integration Hub and web services using SOAP or Rest for components such as Azure, SSO, LDAP, etc.

• Organize and prioritize development effort, interface with vendors and management, and potentially coordinate effort of other technical resources

• Consider dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicable

• Effectively manage and execute high level tasks assigned via ‘stories’

• Serve as a mentor to junior analysts through project(s) lifecycles and lead by example

• Manages group workload against an often demanding timeline

• Communicates professionally and effectively, through verbal and non-verbal methods with business professionals and clients daily

• Manages multiple projects concurrently

• Working with in a team environment to strive for Implementation Customer Satisfaction scores of 90% or better

• Expected to skillfully present ServiceNow baseline functionality to customers during the scoping phase

Commented [ML1]: What does this mean?

• Must be available during business hours for collaboration and other related calls which often require screensharing sessions

Roles

• System Administrator

• Implementation Specialist

• Application Developer

Career Progression

• Technical Consultant Architect

• Technical Consultant Manager