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