Responsibilities
- Working with clients and providing leadership on best practices in areas such as IT Service Management (ITSM), Customer Service Management (CSM), Human Resource Service Delivery (HRSD) and Project and Portfolio Management (PPM) and ITBM etc.
- Understanding and being able to utilize ServiceNow methodologies, collateral, and accelerators.
- Gathering and understanding requirements from clients including AS-IS process and propose ServiceNow best practices and document the To-Be process.
- Conducting gap analysis and assessments to identify the delta between ServiceNow and current processes.
- Assisting with the design, development and implementation of ServiceNow solutions
- Managing and communicating process and business requirements to the delivery team as a bridge to ensure that the proposed solutions meet the customer's expectations.
- Preparing for and facilitation of workshop sessions including demonstrating ServiceNow platform capabilities
- Creating requirements stories, process documentation and training guides
- Participating in Project team collaboration sessions with PM, Solution Architects, and Technical Consultant
- Providing support for existing ServiceNow solutions and recommending opportunities for enhancements
Qualification
- Graduate from Business or Information Technology or relevant stream.
- 5 to 6 years of experience in consulting in ServiceNow ITSM and ITBM modules.
- Superior facilitation and presentation techniques – able to create presentations as per customer needs.
- Able to carve out customer success matrix.
- Flexible to work on multiple opportunities/projects at same time.
- Strong teamworking skills
Fluency in English is a mandatory requirement for this role, as it involves regular engagement with English-speaking stakeholders. Given the extensive volume of interactions with these stakeholders, which is an integral aspect of the position, restructuring the company's operations to circumvent this necessity is not feasible.
