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ServiceNow Process Lead Consultant

Closing date
27 Jul 2021

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Technology & New Media
Contract Type
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A leading Independent IT Infrastructure and Services Consultancy are looking for an experienced ServiceNow Process Lead Consultant for a 3 month contract initially, working remotely

As a founding UK ServiceNow partner the Centre of Excellence has unmatched experience in helping customers maximise the benefits of the ServiceNow platform.

Joining a highly skilled team of Architects, Project Managers, Lead/Business Process Consultants and Technical Consultants responsible for helping the Consultany and their customers maximise the benefits of the ServiceNow Platform

A Elite ServiceNow partner and use the experience from hundreds of enterprise deployments of the Now Platform to help customers achieve successful transformation outcomes

Have the authority to lead, support and add value to customers as they move through their ServiceNow lifecycle

Advise and design ServiceNow solutions to customer specifications, working closely with Technical Specialists and Project Managers

Report to the Head of Lead Consulting but are expected to prioritise their own work and ensure tasks are completed within agreed timescales

Contribute or lead internal ServiceNow communities to share knowledge on platform capabilities

Key Accountabilities and Responsibilities

Providing advice and guidance to the customer on the best approaches for implementing ServiceNow in terms of:

ITIL best practice

ServiceNow best practice

Industry trends and use of ServiceNow

Providing business analysis to understand and document customer requirements

Conduct process workshops to:

Establish current customer requirements and review any solutions already considered to meet the customer's business needs

Finalise the requirements and agree the best approach for subsequent implementation of ServiceNow

On smaller projects, where a separate Project Manager has not been assigned, is also responsible for:

Managing project tasks and timelines, attend Project progress meetings with the customer

Providing a single point of contact between the customer and internal resources

Working closely with the Technical Consultants, responsible for the delivery of the solution, to ensure that what they deliver meets the requirements confirmed with the customer

Adopting and conforming to company standards and policies

Leading Sprint review "show and tell" workshops

Executing the functional testing prior to UAT, leading UAT review meetings, and supporting go-live and early life support

Working with the Project Manager on the sales to delivery handover

Participating in internal ServiceNow communities and other knowledge sharing activities

Performance Indicators

Ensures the department meets SLA, KPI and OLA performance targets

Maintains & improves stakeholder satisfaction levels

Understands and adheres to policies and procedures

Skills and Experience

Relevant qualifications or accreditations in ServiceNow

In depth knowledge of the ServiceNow platform in ITSM and one other area

ITIL accreditation to at least 'Foundation' level and are well versed in ITIL disciplines

Over 5 years of experience in this or similar roles

Lead a ServiceNow internal community group

Mentor more junior members of the Lead Consulting team

Known "champions" for analysis and consulting in multiple solution areas within the ServiceNow platform

Regular leaders in company knowledge sharing activities

Pioneers in understanding new product/solution areas

Regular advisors to the Solution Consulting team

Are able to engage with customers at all levels of seniority and to communicate the business benefits that a ServiceNow solution can provide

Are able to work with all customers and to manage their expectations

Keep up to date with ServiceNow technology, using relevant industry sources, and use this information in customer conversations

Use active listening skills and probing techniques to understand the priorities and concerns of others and are self-motivating and capable of working alone or as part of a team

Demonstrate good verbal and written communication skills.
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