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  • Job Type: Permanent
    Categories: IT Jobs
    Location: Birmingham
    Job ID: 159935
    Company: SCC

    This is a key technical role for project engagements. The ServiceNow Technical Consultant will provide a deep level of ServiceNow technical support and delivery capability to SCC project delivery teams.

    Through providing technical consulting services to clients the ServiceNow Technical Consultant contributes to the design, development and delivery of technical architecture and aspects of customer solution components.

    Working alongside the ServiceNow Process Consultant, the ServiceNow Technical Consultant focuses on the technical deployment of cloud-based solutions that meet clients’ business needs, primarily the development guidance and delivery of programming techniques to develop robust solutions and attaining technical milestones throughout the engagements.

    Main Responsibilities

    Key Activities:

    – Assist in requirements capture through attending and contributing to customer workshops, document requirements as Stories)

    – Technical Story design – e.g. integration, scripting, more complex technical configuration activities

    – Implementation of technical stories (ServiceNow configuration and customisation via business rules, client scripts etc, data uploads/transforms, configure reports/dashboards etc).

    – Unit testing of Story developments (peer review/testing)

    – Documentation of designs

    – Customisation of SCC ServiceNow training decks to incorporate delivered activities

    – Defect fixes and enhancements for customers

    – UAT support

    – Go-live support

    – 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 technical understanding of Service Management concepts, principles and development capabilities  
    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  
    Skills   
    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  
    Attributes   
    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