Principal Consultant ServiceNow
As a P rincipal Consultant you will be responsible for architecting, designing and solutioning Service Now platform solutions as well as leading a team of Service Now consultants to deliver innovative solutions for our customers
You will need to liaison onsite delivery teams like project managers, onshore team members, and at times sales team members and client
You will also drive the innovation and growth of the Service Now practice, by identifying new opportunities, developing new capabilities, and ensuring stakeholder satisfaction
You will need to liaison onsite delivery teams like project managers, onshore team members, and at times sales team members and client
You will also drive the innovation and growth of the Service Now practice, by identifying new opportunities, developing new capabilities, and ensuring stakeholder satisfaction
Key Responsibilities
1 Experience of architecting, designing Service Now platforms solutions and lead teams
2 Be available in-person in Hyderabad with commitment to office presence as per site working policies
3 Able to take over technical delivery ownership for project work happening from India:
a Lead work scope understanding and detailing with onshore or client teams
b Estimate and plan work for India team to deliver
c Review delivered work for requisite quality
d Code and test projects
e Attend meetings and training as required
f Work with system analysis and project management for the successful completion of a project
4 Actively participate in Solution Engineering and Pre-sales activities including solutioning, estimation and drafting of proposals and contracts
5 Driving training & development and knowledge sharing aspects
6 Actively participate on India team growth for additional team size and new technical skills
7 Will be jointly responsible for operational metrics for India team
8 Hands-on Technical skills on:
Competency
Personal: Strong people skills, high energy and enthusiasm, integrity, and honesty; flexible, results oriented, resourceful, problem-solving ability, deal effectively with demanding situations, ability to prioritize
Leadership: Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a cheerful outlook
Provide support and guidance to more junior team members, particularly for challenging and sensitive assignments
Provide support and guidance to more junior team members, particularly for challenging and sensitive assignments
Operations: Ability to manage multiple projects and products
Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively
Utilize high level expertise to address more demanding situations, both from a technical and customer service perspective
Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively
Utilize high level expertise to address more demanding situations, both from a technical and customer service perspective
Technical: Ability to understand all technical components and deliver on technical solutions
Education, Experience and Certification
1 bachelors degree in computer science, IT, or engineering preferred
2 Overall 12+ yrs experience in customer experience software space
3 Minimum of 4-7 years of experience working with the ServiceNow platform
4 Proven experience in leading the design, development, and implementation of complex ServiceNow solutions
5 Technical Skills:
a Expertise in JavaScript, HTML, CSS, and other web development technologies
b Deep understanding of ServiceNow architecture and data model
c Advanced experience with ServiceNow integration methods, including REST and SOAP APIs
d In-depth knowledge of ITIL processes and best practices
6 Certifications:
a ServiceNow Certified System Administrator (CSA) is required
b ServiceNow Certified Implementation Specialist (CIS) or ServiceNow Certified Application Developer (CAD) is required
c Additional ServiceNow certifications or relevant technical certifications are a plus
7 Experience with Customer Service Management and CCaaS
8 Experience with CTI and IVR integrations
9 Experience with Agile/Scrum methodologies
10 Familiarity with additional ServiceNow products and modules
11 Knowledge of cloud platforms and technologies
