What High Performance Looks Like in This Role (Outcomes)
· Highly autonomous contributor delivering technical deliverables to customers are complete, accurate, consistent, high-quality, on- time and deliver valued outcomes because you are a ServiceNow subject matter expert
· You deliver ServiceNow hands-on solutions (development, testing and implementation) as an individual contributor or as part of a team to a high degree of satisfaction by the customer
· You deliver allocated technical develop effort – stories, story points on time to a high degree of quality
· Customers are delighted with the design specifications documentation delivered by you that consider on out-of-the-box functionality, ServiceNow best practice standards and customer requirements gathered based on your skilled technical and functional design workshops
· You have built excellent trust-based relationships and an impressive reputation with client stakeholders for accuracy & quality of delivery, they accept your recommended solutions around risk management, process improvement and automation.
· You influence new engagements & opportunities within the client – and they are communicated to CSM’s and account managers with Enable
· You solve problems quicky & calmly and are the trusted escalation and support point for all teams engaged in the account including vendors, management, other Enablers contributing to deliverables
· You build technical and consulting capability in others around you by mentoring and coaching junior employees, as well as making hiring recommendations of new Enablers and participating in interviews
How We Measure High Performance in This Role (KPI’s)
· Managing personal ~ 80% valuable utilisation averaged over the quarter
· Ensure customer satisfaction ratings of 4.8+ CSAT Scores
· Achievement of role-based training & certifications
· Achievement of certification within 3 months of completing training
· Deliver valuable continuous improvement knowledge sharing content that improves the EnableWay - 1 per month
Demonstrated Previous Experience Requirements for This Role
· Demonstrated articulation of value of personal ServiceNow project delivery
· Proven experience ensuring high-quality ServiceNow development
· Proven experience with creating build documentation, solution designs and detailed design specification documentation
· Background with other hands-on development skills such as HTML, XML, JavaScript/AJAX, Integrations (web services, SOAP, email, MID, etc)
· Ability to lead workshops as part of a team
· Delivery of ServiceNow projects on multiple ServiceNow product lines
· Ability to provide platform insight and forward thinking on ServiceNow upgrades, new
releases, future ServiceNow roadmaps
· Exceptional written and verbal communication skills
Education & Certification Requirements for This Role
· IT Degree or relevant tertiary education in Computer Science
· ServiceNow CSA
· CIS ITSM
· + 1 other ServiceNow product CIS
· ServiceNow sales & presales accreditation in 2+ product line
· ServiceNow Suite Certified (ITSM, HR or CSM)
