What High Performance Looks Like in This Role (Outcomes)
Delivery
· 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 lead and 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
· 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
· Knowledge sharing and creation, ie re-usable frameworks EnableWay education sessions, documentation, Rapid Seeds
People Leadership (at this level you will have an opportunity to lead 1-2 staff)
· Managing team members ~ 80% billable utilisation averaged over the quarter
· Ensuring team members achieve and maintain role-based KPI’s, competencies, training & certifications
· Ensuring team members deliver valuable continuous improvement knowledge sharing content that improves the EnableWay - 1 per month
· Achieving a measured consulting skills increase for members in the team
· Achieving a measured leadership skills increase for people leaders in the team
How We Measure High Performance in This Role (KPI’s)
Delivery / Personal 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
People Leadership KPI’s
· Managing team ~ 80% billable utilisation averaged over the quarter
· Completes people management administration tasks (ie timesheets, approvals) on time
· No outstanding deltas or certifications >90 days in team
· Average manager effectiveness score of 80%+
· Employee Engagement score of team 80%+
· Average FTE annual turnover in team <10%
· Banked leave of team members is less than 15 days
· Ensuring team members achieve and maintain 80%+ of role-based KPI’s, competencies, training & certifications
Demonstrated Previous Experience Requirements for This Role
· Demonstrated articulation of value of personal ServiceNow project delivery
· Ability to provide platform insight and forward thinking on ServiceNow upgrades, new releases, future ServiceNow roadmap
· 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
ServiceNow Mastery
· Leading customer engagements in a lead role across technical or functional area in an enterprise customer
· Managing and coordinating team members during a customer engagement providing ServiceNow expertise, quality assurance, peer review, guidance and support
· Participating in analysis and solution recommendations providing detailed options with benefits
· Leading customer workshops with acute attention to detail, engaging in
· feedback, listening well, capturing and document detailed requirements for both customers and development teams
· Drafting and presenting solution designs, articulating requirements to various stakeholders including business stakeholders, security teams and analysts
· Presenting customer showcases that are carefully planned considering customer use cases, personas and areas of interest for different audiences
· Providing platform insight and forward thinking on ServiceNow upgrades, new releases, future ServiceNow roadmap
People Leadership
· Evidence of previous people leadership, coaching and mentoring and awareness Enables People Leadership Competencies (undertaken training as minimum)
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 lines
· ITIL Foundation Certified
