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
• 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 overall platform 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

• Single point of contact and escalation for multiple large and complex client engagements
• Lead project teams throughout the delivery process
• Partner with the Sales team and client to understand the services to be delivered
• Facilitate solution workshops and assist the client with product requirements
• Manage the scope, schedule, budget, risks, issues, changes, resourcing, and other project functions
• Mentor team members to achieve the services objectives
• Identify gaps in solution delivery and propose solutions and escalate as needed
• Identify up sell opportunities and provide details to Sales and Solutioning teams
• Identify areas for and participate in Continuous Improvement activities
• Maintain 75% billable utilization target

Senior Engagement Manager

• Our Senior ServiceNow Technical Consultant provides guidance to our customers related to the processes they are attempting to model as well as automate in ServiceNow and develop solutions for the customer’s ServiceNow environment.
• 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

IT Support

• Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems
• Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
• Document all customer interaction with high attention to detail and accuracy
• Update all tickets according to Service Level Agreements (SLA)
• Understand and follow Crossfuze’s Delivery Process: incident management, problem management and change management
• Recognizing and escalating more difficult problems
• Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements
• Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
• Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
• Assist with coaching/ training as needed
• Other duties as assigned

Help Desk Analyst

Our ServiceNow Development Team Lead builds and leads a strong technical team, works with customers to understand their needs, designs effective ServiceNow solutions, and oversees implementation with their team.
Experience in ServiceNow ITOM and ITAM is required.
This position is fully remote and candidates must be located in Canada and work in the Eastern Time Zone.
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, ITOM/ITAM

Customer Success Manager

• 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

Principal Technical Consultant, ServiceNow

Senior Engagement Manager

Senior Engagement Manager

Senior Technical Consultant, ServiceNow

Help Desk Analyst

ServiceNow Development Team Lead, ITOM/ITAM

ServiceNow Senior Technical Consultant, CSM/FSM/SPM