Client Success Manager
Marathon Health
ServiceNow Senior Technical Consultant, CSM/FSM/SPM
Crossfuze
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $125,000 - $145,000 per year
Job Level
Senior
Tech Stack
ITSMJavaScriptServiceNowSOAPTCP/IP
About the role
- 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
Requirements
- 4+ years of experience implementing, configuring, and customizing ServiceNow
- 3+ years of experience with common web technologies and networking (e.g., XML, HTML, JavaScript, AJAX, CSS, HTTP, TCP/IP)
- Strong understanding of ITIL methodologies and IT Service Management (ITSM) processes (Incident, Problem, Change, Release, SLM, Service Catalog)
- Experience with Single Sign-On (SSO) using authentication methods such as token-based authentication, SAML 1.1, and SAML 2.0
- Familiarity with integrations using REST/SOAP web services
- Ability to work remotely and collaborate with distributed teams
- Ability to understand and implement complex end-user requirements
- Strong organizational skills and ability to manage multiple projects
