ServiceNow

• Triage and troubleshoot issues in client ServiceNow instances; identify root cause and recommend or implement corrective action.
• Perform light development and configuration tasks: business rules, client scripts, UI policies, flows, and form design within defined scope.
• Advise clients on platform behavior, configuration options, and best practices during support interactions.
• Participate in client calls to gather context, clarify scope, and communicate resolution status.
• Escalate issues that require senior consultant or technical lead involvement; document findings clearly before handoff.
• Maintain accurate records of work completed, including update sets, development stories, and resolution notes.
• Adhere to Sigital development standards and client-specific governance requirements.
• Support knowledge transfer and internal documentation efforts within the Managed Services team.
• Continue professional development through ServiceNow certifications and micro-certifications.

ServiceNow Technical Consultant – Operations

• Lead delivery of Professional Services engagements including the including the project management, financial reporting, client communication, and operational control.
• Facilitate communications, project planning, implementation consulting, track tasks and deliverables according to the statement of work and allocate the appropriate resources.
• Managed fixed-fee and variable priced engagements within contractional constraints.
• Manage project constraints (i.e., scope, schedule, budget) and project risks, issues, decisions, action items, and changes (i.e., RIDAC) as needed for project success.
• Perform delivery oversight of professional services staff to ensure timely and high-quality delivery of implementation projects and programs.
• Manage the client relationships with an emphasis on client satisfaction.
• Utilize the Agile/SCRUM methodology utilizing Smart Sheet and ServiceNow PPM.
• Help drive Sigital project management and implementation delivery process standardization and improvements.
• Flexibly perform duties during core US business hours and 10% travel as needed for client project activities.
• Coach and mentor project team members and junior team members.

ServiceNow Engagement Manager – Remote

• Be a functional subject matter expert on the delivery of the ServiceNow platform and applications implementation consulting engagements.
• Be a lead member of the overall implementation project team, collaborating with Engagement Manager and Technical Lead to ensure engagement success.
• Drive process definition, improvement, reengineering, and gap analysis of current vs. future processes.
• Identify solutions from a people, process and technology perspective during workshops with key client sponsors and stakeholders, generating the required outputs, outputs, including user stories, to the level required for configuration, development and testing stages of the engagement.
• Provide guidance and deliver successful implementation of the to-be processes in partnership with other members of the project team, including industry partners working as part of the same project team.
• Identify areas of business process improvement (efficiency, effectiveness, and experience) and recommended solutions that detail requirements, ensuring the proposed solutions meet needs expectations, balancing requirements and process best practice.
• Identify, manage and communicate client business process and requirements, ensuring that proposed solutions meet needs expectations balancing client needs and process best practices.
• Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their associated processes.
• Serve as a liaison between client and technical implementation team.
• Create and update required documentation such as workshop agendas, stories, test cases, process guides and flow diagrams.
• Ensure process-related deliverables to clients are complete, consistent, high quality, and timely, and deliver valued outcomes.
• Promote continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities.
• Collaborate and contribute to the creation, deployment and maintenance of process best practices and standards.
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.

ServiceNow Technical Consultant – Operations

ServiceNow Engagement Manager – Remote

Senior ServiceNow Business Process Consultant