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  • Job Type: Permanent
    Categories: IT Jobs
    Location: Birmingham
    Job ID: 159936
    Company: SCC

    Job Purpose

    This is a key customer-facing role for all project engagements. Small and medium SCC ServiceNow customer projects may be delivered by one or two consultants – the lead consultant on the project will be the ServiceNow Process Consultant, who will consult and guide customers in how multiple modules in the ServiceNow platform and integrations will work together. Ensure a solution that is consistent with customer’s wider strategic goals.

    The ServiceNow Process Consultant is the person who has overall responsibility for ensuring that we capture requirements effectively, and see them through to implementation.  As such they should be involved for the lifetime of the project, and be the bridge between the customer and our delivery capability.

    The ServiceNow Process Consultant will engaging directly with customers, customer key stake holders and customer administrators to deliver, configure and oversee all aspects of the project from commencement through to successful close.

    Once hand over from sales/solution architects is completed, the ServiceNow Process Consultant should understand and deliver against the agreed statement of work.


    With a sound and deep understand of the ServiceNow platform, ITIL processes, ServiceNow applications usage and best practice, ServiceNow applications configuration skills, the ServiceNow Process Consultant will provide business consulting services to clients through design and delivery of business solutions, comprising leading process definition and gap analysis workshops, creating stories, planning sprints, leading, undertaking and coaching all aspects of ServiceNow application configuration, coaching customer administrators, leading testing, delivering end user training, project go live and delivering project administration.

    Main Responsibilities

    – Discover and understand customer current state environment from a process and technical perspective

    – Lead workshops to present ServiceNow process areas and define detailed requirements

    – Educate customers in best-practice process and operations

    – Translate business and functional requirements into a comprehensive solution & stories

    – Facilitate requirements capture through consultative experience

    – Challenge customer requirements

    – Provide best practice advice

    – Story authoring and validation/quality control

    – Customer liaison and advocacy

    – Deliver project engagement ServiceNow technical configurations through hands-on delivery and customer administration coaching

    – System testing

    – UAT support

    – “Train-the-trainer” training and knowledge transfer

    – Overall project administration (planning, status reporting, determine risks, impacts, priorities, escalation)

    – Assists in the generation of project collateral (slide decks, data gathering spreadsheets etc.)

    – Deliver a positive and value-add experience for our customers in every interaction

    – Ensure each artefact produced, all guidance and recommendations made, and all personal interactions are of the highest quality

    – Be alert to generate additional sales opportunities within the project

    – Contribute techniques and methods to continuously improve the SCC’s delivery processes

    – Establish credibility at all levels with customer and build problem-solving partnerships with clients and colleagues.

    – Understand sales process, information and support requirements, and assist sales staff in identifying leads


    Knowledge (including experience and qualifications)   
    Educated to degree level or have at least 3 years’ experience in an IT industry/environment  
    Three or more years of experience in technical analysis and design, preferably within a consulting environment  
    At least two years of ServiceNow platform and application configuration experience with a demonstrable portfolio of multiple platform successes  
    Experience working with techniques, tools, and approaches for application development and system integration  
    Demonstrate a deep understanding of Service Management concepts and principles  
    Experience working with software, hardware, data and testing standards  
    Experience working with delivery assurance principles and procedures  
    Service Now Certified Administrator  
    Service Now Certified Implementation Specialist  
    Service Now Application Developer  
    ITIL Foundation  
    Ability to manage competing priorities in a complex environment  
    Excellent written and oral communication skills including customer liaison at senior levels  
    Excellent interpersonal and negotiating skills, ability to enable collaboration  
    Ability to translate business requirements into development Stories  
    Ability to configure ServiceNow applications  
    Investigation and analysis of problems with a methodical and disciplined approach  
    Proactive customer support and problem resolution  
    Working to project timescales  
    Ability to research alternative solutions and make recommendations  
    Ability to devise creative technical solutions  
    Ability to convey a strong presence, professional image, and deal confidently with complex technical problems  
    Project/change management experience and skills  
    Experience working in an Advisory capacity, providing consulting in non-technical areas such as Organisational Change Management  
    Innovative and pro-active, able to work on own initiative and a problem solver  
    Demonstrable ability to handle a range of activities to tight and varied timescales  
    Demonstrable customer service orientated approach  
    Excellent confident customer facing skills
    Ability to assimilate complex customer requirements  
    Driven to succeed in the role  
    Effective team player  
    Competent IT capabilities  
    Willingness to travel