Individual contributor delivering functional deliverables to customers that are complete, accurate, consistent, high-quality, on- time and deliver valued outcomes because you are a ServiceNow subject matter expert
· Leveraging Business Consulting Practice methodologies and consulting intellectual property to achieve business objectives
· Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their business processes.
· Documenting user stories with acute attention to detail, reviewing with stakeholders, gaining acceptance criteria and managing users stories throughout the development lifecycle with local and remote team
· Organising and executing test cycles, developing test scripts and automated tests
· You deliver ServiceNow hands-on solutions (process definition, re-engineering, improvement, and gap analysis of current/to-be processes) as an individual contributor or as part of a team to a high degree of satisfaction by the customer
· You assist and support continuous process improvement practice
· Support the sales process by leveraging experience and business insights to help the customer understand the value that Enable provides through its consulting solution
· You assisting the project team that manages and communicates business process and business requirements ensuring that the proposed solutions meet the customer's expectations
· You have built excellent trust-based relationships and an impressive reputation with client stakeholders for accuracy & quality of delivery
· You solve problems quicky & calmly while contributing to deliverables
· You lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their business processes
· Preparing and running functional and technical design workshops including the creation of design specifications based on out-of-the-box functionality and customer requirements
· Ownership for completing, developing and improving required documentation such as process flow diagrams, solutions designs, as-built documentation, roles/responsibilities, workshop agendas, presentations and gap analysis reports
· Drive continuous process improvement practice identifying areas of process improvement and recommending solutions that detail pros, cons and risks
· Assisting in the uplift of consultant capability through mentoring, feedback and support of other Enablers in new activities and product understanding
· Being an ambassador for our products, and company and recommending future Enablers etc
· Knowledge sharing and creation, ie re-usable frameworks Enable Way education sessions, documentation, Rapid Seeds
How We Measure High Performance in This Role (KPI’s)
· Influencing personal ~ 80% billable utilisation external across the quarter
· Attaining customer satisfaction ratings of 4.8+ CSAT scores on all projects by meeting individual project quality success metrics as measured by project leader
· Achieve and maintain current role-based training & certification
· Achieving certification within 3 months of completing training
· Deliver valuable continuous improvement knowledge sharing content that improves the Enable Way - 1 per month
Demonstrated Previous Experience Requirements for This Role
Must Have
Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
Excellent communication skills both written and verbal with strong presentation and facilitation skills.
· Strong analytical skills to quickly recognize issues and opportunities to improve processes and drive efficiencies
· Ability to thrive while working on complex, high profile, high intensity project
ServiceNow Mastery and client experience
· Solid experience in requirements gathering, including experience in creating process documentation, solution designs and detailed requirements
· Experience implementing integrations between ServiceNow and external systems.
· Domain expertise in IT Service Management, IT Operations Management, Software Asset Management, HR Service Delivery and Performance Analytics.
· Experience delivering organisational change and training across various ServiceNow applications via formal and informal activities to senior business leaders, fulfillers and end users
· Experience using ServiceNow Agile Development and managing SCRUM calls and Agile processes
Education & Certification Requirements for This Role
IT Degree or relevant tertiary education in Computer Science
· ServiceNow Foundations - Trained & CSA Certified
· ServiceNow sales & presales accreditation in 4+ Product lines
· Scrum Certified
· ServiceNow ITSM Foundations - Trained Only
· ServiceNow ITSM Implementation – Trained & CIS Attempted (Nice to have)
· PPM Implementation – Trained & CIS Attempted (Nice to Have)
· BPC for ServiceNow Path- Trained Only
· ITIL Foundation Certified
