Engages with customers to understand business drivers, assess application portfolios, and design reliable and cost-effective solutions. Using consultative engagement methodology, facilitates discussions with customers to develop a roadmap vision; leads them through challenges of service management and digital transformation; demonstrates reality of the vision and enables customers to achieve full operational integration. Works closely with business stakeholders, clients, and IT teams to build holistic view of organization's strategy, processes, information, and information technology assets, to ensure ServiceNow platform supports efficient and secure IT environment meeting company's needs.
Essential Duties and Responsibilities
Provides expertise and leadership in ServiceNow platform and integration design to meet business requirements.
Takes lead in hunting and proposing innovative business solutions with customers by applying technical and business skills to their challenges.
Analyzes current business, clinical and technology environments to detect deficiencies and recommends ServiceNow solutions for improved uses of information technology.
Demonstrates and prototypes platform capabilities, and in select cases; identifies specific requirements needed to develop innovative application solutions.
Collaborates with sales teams in building account strategy plans used to drive specific initiatives; provides thought leadership and design guidance to cross-discipline teams.
Provides solutions and enablement to sales force and provides prospective customers with product and solution advice during pre-sales discussions.
Meets with various client levels: IT administration, IT Directors, CIO and other corporate stakeholders tangential to IT.
Creates awareness of uncovered opportunities outside of Account Executive's particular specialty.
Discovers and maps business outcome-driven solutions through consultative services led sales.
Engages as advisor to client and earns their respect; performs in technology leadership role due to breadth of knowledge in cloud and as-a-service offerings.
Designs and develops ServiceNow technical solutions, including integrations with external systems.
Collaborates effectively with ServiceNow team members, end users, clients and administrators to develop solutions and address general updates and configuration changes/requests.
Mentors and drives ServiceNow developers in determining effective governance model and most efficient solution delivery processes.
Communicates technical problems and solutions to both technical and non-technical audiences.
Evaluates new features in ServiceNow releases and builds business cases around suitability/applicability with current environment.
Directs solution architecture effort in terms of quality, timeliness, and compliance with requirements and expectations, assuring minimal or no disruption to IT operations.
Educates use of approved methodologies, process, and toolsets defined within architecture and planning group.
Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
Supports and conducts self in a manner consistent with customer service expectations.
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience / Technical Requirements
o Building and managing IT and business solutions, leveraging ServiceNow as a Service Management platform to drive optimization or transformational outcomes.
o Setting up ServiceNow API's and MID servers.
o End-to-end delivery of ServiceNow integration with other third party systems (Solar Winds, Device42, Jira, RightScale, AWS, Azure, VMWare, etc.).
o ITIL concepts and policies for managing information technology infrastructure, development, and operations.
o Designing and implementing enterprise software applications.
o Driving innovation and value to customer; building partnerships and delivering new capabilities in support of compelling business cases.
o Implementing technical solutions to fulfill business objectives, including but not limited to workshops, proof of concept reviews, configuration/development, and implementation.
Comprehensive knowledge of IT Service Management, ServiceNow applications, and platform engineering capabilities.
Knowledge of IT governance and operations.
Knowledge of financial modeling as it pertains to IT investment, budget cycles, and OpEx/CapEx consumption of IT.
Working knowledge of business value justification, business case development and financial modeling as it pertains to IT investment.
Working knowledge of vendor management principles and procedures.
Working knowledge of Agile development methodology.
Understands business workflow within accounts and industries they serve.
Self-starter with proven reputation learning and embracing new and disruptive technologies.
Thought leader on emerging trends and products and innovations for customers using ServiceNow products along with professional and consultative services.
Member of or associated with industry organizations that furthers growth as trusted advisor with Account Executives, Area Sales Directors and clients.
Certifications across various industries and platforms.
ServiceNow Certified (preferably ServiceNow Implementation Specialist).
Certifications in domain-specific frameworks, platforms.
ITIL Foundations Certification.
Other Skills and Abilities
Demonstrates ability to work in a fast-paced environment where organizational skills are essential.
Possess excellent collaboration skills with a wide variety of internal team members.
Excellent communication and inter-personal skills, including the ability to collaborate with personnel at all levels of the enterprise in a cooperative and effective manner.
Excellent conflict management and negotiation skills to consistently achieve "win-win" results.
Passion and concern with improving the organization and team results.
Proven organizational skills.
High energy, ambitious self-starter with an aptitude for learning and customer focus.
Ability to work independently, work in a fast-paced environment, and manage workload prioritization to deliver high quality work products on time with minimal direction.
May consider an equivalent combination of education and experience.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.