Description
Ten years of experience with in depth knowledge of ServiceNow is desired and the position responsibilities include the following:Strategy
• Supports and develops the NSSC Service Portfolio architecture, offerings and capabilities in coordination with Enterprise Architect
• Recommends the strategy to provide a positive customer experience and effective service delivery in cooperation with the NSSC ServiceNow Product Owners
• Responsible for and owner of the To-Be ServiceNow Product (Product champion) in coordination with the customer
• Leads organizational and technical transformations (i.e., Steering Committee)
• Supports the Technical communication with ServiceNow POC to
• Understand and influence the ServiceNow To-Be plans,
• Influence ServiceNow’s adoption of change and/or product enhancements
• Understand ServiceNow’s roadmap to further portfolio strategy
• Supports proactive license management
Customer Relationship Management
• Assist with communication strategies about the ServiceNow Product and NSSC ServiceNow Capabilities to customers
• Supports D&E Manager and Chief Engineer on defining business value if desired product enhancement is outside of the Enterprise Strategy
• Introduce new ServiceNow products and feature enhancements to customers and the development team
• Solicit development team for customer desired enhancement ideas and new concepts that can be proposed to ServiceNow to support the customer
• Provide recommendations to ServiceNow team of industry best practices and lessons learned to improve IT operations, governance and processes
Production
• Own the documentation of As-IS portfolio details, dependencies and integration points with customer
• Coordinate ServiceNow product short term and long term release planning
• Assist and advise development team with migration, data management and platform integration with required Agency systems
• Identify business metrics/usage data, feedback loops, continuous product improvements and product capability validation
• New Business support
Organizational placement
• Serves as the principal Advisor to the customer CIO on all matters related to ServiceNow
• Must be capable of communicating at the Organizations Executive Levels 1-3
Qualifications
Required:
• 10+ years of consulting and / or CRM implementation experience
• 4 full life-cycle customer service management platform implementations (e.g. salesforce, dynamics, oracle)
• Experience carrying a business development quota and leading business development pursuits end-to-end.
• Ability to travel to client sites 30-50% of the time.
• Experience defining cross-platform enterprise architectural plans, including mapping business requirements to the system / technology components
• Experience identifying and resolving potential trade-offs or conflicts among architectural options, and ability to align this with business outcomes or impacts
• Proven ability to drive results and readiness across multiple solutions in major transformation efforts.
• Must be legally authorized to work in Germany without the need for employer sponsorship, now or at any time in the future.
• Native German Speaker
Preferred:
• Understanding and/or experience with ServiceNow CSM or Field Service modules within an architecture
• Understanding of the ‘lead-to-revenue’ business processes within the communications and high-tech sectors
• Understanding of enterprise architecture leading practices and associated tools
• Proven ability to build assets, lead and manage teams in major transformations
• Awareness of industry standards and certifications (e.g., TOGAF)