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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