Crossfuze

ServiceNow

• Support engagement efforts for process definition, re-engineering, improvement, and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders in a 75% billable capacity
• Advise customers in their efforts to take advantage of the ServiceNow to improve their business processes
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement
• Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development
• Provide technical expertise in how to best support ServiceNow best practices focused on configuration vs. customization
• Be an expert in ServiceNow platform capabilities, and be able to guide project team in scripting, workflows, and integrations best practices
• Prepare customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
• Juggle multiple and complex projects/initiatives
• Promote continuous improvement practices for delivery/engagement materials
• Support specific sales activities when required
• Provide training and mentoring to other members of the Crossfuze Delivery team upon request
• Maintain 75% billable utilization target

Principal Technical Consultant, ServiceNow

• Provide daily support of ServiceNow including incident management, change management, and service catalog tasks
• Create and maintain user roles and user access in ServiceNow
• Comply with OLA’s, systems development standards, procedures, guidelines, priorities, and schedules
• Develop and manage the preparation of systems and/or program specifications, test criteria and project control for new functionality, enhancements or defect resolution for ServiceNow
• Develop and coordinate the installation of upgrades and/or service packs, testing of such upgrades, and general maintenance of ServiceNow
• Collaborate with service managers to determine ServiceNow customer objectives
• Research systems and/or programs to determine causes of failure or poor operational performance
• Follow documentation to implement integrations and other solutions
• Assist with other innovative technology projects within the Applications team
• Coordinate and implement requirements using ServiceNow low-code or no-code functionality
• Other duties as assigned

Principal Technical Consultant, ServiceNow

ServiceNow Administrator