Crossfuze

ServiceNow

• ServiceNow subject matter expert to provide business and solutions consultancy to our customers and prospects
• Perform pre-sales support calls by attending customer meetings with Crossfuze Account Executives that may include a formal presentation or product demo
• Demonstrate functionality of ITSM and 4 other platform application to prospects/customers
• Responsible for addressing customer business issues and translating to value through ServiceNow solutions
• Continually identify product improvements and stay on top of ServiceNow industry trends, market shifts and the competitive landscape
• For a given engagement, gather requirements and design a technical solution that is designed, sized and scoped for successful project delivery
• For a given engagement, provide cost estimates with regard to time and resources
• Act as a strong partner to key people within Crossfuze, ServiceNow, and all prospects/customers, providing a high level of professionalism during all team interaction
• Work closely with the sales team to determine that our services are positioned properly on all designated accounts
• Ensure a smooth transition from sales to the delivery team as projects kick off
• Have and maintain a strong understanding and working knowledge of all ServiceNow core platform features that underpin the modules / apps / suites, such as Flow Designer, Reporting, Now Assist, Workspaces, etc. Also be able to leverage these core features to configure and deliver tailored demonstrations to prospects and customers in special circumstances
• Work in any of but not limited to the following areas: IT Service Management (ITSM), Customer Service Management (CSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Security Operations (SecOps), Integrated Risk Management (IRM), Human Resources Service Delivery (HRSD), etc.
• Assist with Solution Consulting Team logistical tasks such as maintaining demo instances or team collateral
• Provide mentoring and/or training to junior team members as needed
• Help sales team successfully close business and recommend realistic solutions that enable our delivery team to be successful so they can attain high customer satisfaction scores post-implementation

ServiceNow Solution Consultant

• Provide hands-on development assistance, including form configuration, workflow administration, reporting, data imports, custom scripting, and third-party software integrations
• Coordinate with the Crossfuze Engagement Manager and Customer stakeholders to understand business requirements and rationale behind changes to existing functionality as well as new functionality to be deployed
• Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Answer technical and application configuration questions
• Configure and customize new applications and modules within the ServiceNow platform
• Implement new functionality for customers while following ServiceNow best practices
• Assist in troubleshooting ServiceNow upgrades, patching, and release management
• Provide analysis of problems and possible solutions
• Produce detailed documentation on all work completed
• Lead technical implementation teams including code review for less experienced consultants
• Develop and configure required integration components such as SSO, LDAP, and APIs
• Develop and enhance ServiceNow portal components to improve user experience
• Wherever possible, enable the customer’s ServiceNow administrator(s) to be self-sufficient
• Conduct technical training and knowledge transfer sessions
• Research systems and/or programs to determine causes of failure or poor operational performance; then define, test, and implement detailed solutions
• Maintain 80% billable utilization target
• Other duties as assigned and requested

Senior Technical Consultant, ServiceNow

• Lead the team using Agile Scrum methodology, including facilitating daily standups, sprint planning sessions, and sprint retrospectives
• Build and maintain a strong team spanning multiple geographies and time zones
• Recognize obstacles impacting team efficiency, monitor performance KPIs, and collaborate with stakeholders to resolve issues or escalate when necessary
• Provide mentorship and development guidance to junior team members and less experienced consultants
• For Extend type projects, collaborate directly with clients to deliver continuous value through regular cadence meetings, joint backlog grooming, and story development
• Review user stories for technical validity and provide design guidance before development begins.
• Coordinate and distribute work assignments effectively across team members
• Perform code reviews, ensuring all developed functionality meets functional and technical standards and follows best practices
• Perform hands-on ServiceNow development, including system configuration, integrations, and custom application coding when required
• Ensure all developed work goes through a formal QA process including peer review, test scripts, and test results related to each story
• Conduct sprint reviews and solution demonstrations for clients
• Oversee the creation and maintenance of technical documentation, ensuring the team adheres to quality standards
• Manage the release process, including preparing update sets, documenting detailed release steps, and guiding the team to ensure smooth promotion to production
• Oversee defects management, including root cause analysis, coordinating defect fixes, and implementing continuous quality improvements
• Advise clients on platform health best practices, including assistance with upgrades, patching, and release management
• Analyze problems and recommend remediation solutions
• Conduct technical training and knowledge transfer sessions
• Continuously enhance ServiceNow skills by staying current on new releases and features
• Build ServiceNow expertise by obtaining new micro and main line certifications as required by Crossfuze
• Maintain 75% billable utilization target
• Perform other duties as assigned and requested

ServiceNow Development Team Lead

Consultant

• Conduct design, planning, architecting, implementation, and documentation efforts in relation to the following technologies:
• M365 Collaboration Suite (e.g. SharePoint Online, Teams, OneDrive)
• M365 low-code development platform services (e.g. Power Automate, Power Apps)
• M365 Copilot and Copilot Studio, including agent development
• Consistently maintain a high level of customer satisfaction by completing jobs on time and on schedule, displaying a positive, helpful, and thoughtful attitude throughout
• Ensure complete and timely follow-through with all customer interactions, project execution, presales scoping activities, and advisory efforts
• Participate in customer presales meetings to understand the customer’s current technology state and future needs, and expertly translate customer needs into actionable and accurate project scopes
• Prioritize assigned tasks to deliver all projects and other commitments on time and within budget

Senior Consultant

Manager

• Single point of contact for ServiceNow client engagements
• Responsible for client satisfaction throughout the engagement
• Understands the client business issues and problems and helps the client change the way they work
• Works with engagement managers to produce weekly project reports
• Manages project risks, issues, action items, and decisions
• Manages project resources, schedules, tasks, and other project work as requested by engagement managers
• Identifies opportunities to provide additional value to our clients
• Supports the continuous improvements of our implementation methodology and service offerings based on client experiences
• Schedules and facilitate meetings, including producing agendas, meeting notes, and following up on meeting actions
• Maintain 75% billable utilization target after 180 days in the position