Subject Matter Expert (Tools&Automation)

Job Summary

What we’re looking for

 Here’s our ‘wish list’ but don’t worry if you don’t tick all the boxes. We’re interested in your strengths, what you want to learn, and how far you want to go.

• Proven experience of ServiceNow Consulting and Implementations, preferably in one or more of ITSM, ITOM, SPM, CSM, HRSD etc.,
• Strength in requirement gathering and workshop facilitation with the ability to manage conflicting views and challenging participants
• Demonstrated ability in relationship management and risk management
• Strong communication skills and ability to adjust communication style for audience
• Proven leadership skills and ability to mentor and manage early career team members
• Ability to configure Catalogue Items, and design/brand the Employee Service Centre to medium complexity
• Ability to design and write knowledge base content
• Experience in Agile Projects
• For ITSM specialization - understanding and experience of ITIL best practice, CMDB, CSDM, Service Design and SIAM
• For SPM specialization – understanding and experience of common project management methodologies – agile, waterfall, hybrid, reporting, financials
• For CSM specialization – understanding and experience of external service delivery best practices, B2B and B2C workflows, case management and CTI
• For HRSD specialization – understanding and experience of HR functional domains, employee experience, workforce redesign, safe workplace, and workspace service delivery
• ServiceNow Functional Certifications and CSA desirable
• Bachelor Degree in a related field desirable
• Domain specific certifications desirable (ITIL, SAFe, etc)

1.3.2 Skill Set

•  Ambitious, has pride in his/her work & attention to detail

• Expertise in interfacing with internal customers, external vendors and global teams

• Experience of working in a dynamic environment, balancing challenging workloads and deadlines with attention to deliveries.

• Comfortable and effective dealing with all levels within the organization, including    Executive Management.

• Demonstrates a positive attitude/energy.

• Takes ownership, follows through, and delivers on commitments.

• Strong negotiation skills

• Project Management

• Strong documentation skills including business case presentations and excel skills

1.3.3 Desired Profile – Experience

Must:

• Understand the customer requirement

• Experience solution design and implementation approach.

• ServiceNow Consulting

• Platform audit, assessment and GAP analysis

Preferred:

• Pre-Sales experience in ServiceNow, Experience in Solution design, RFP.

• Transition, Due Diligence experience preferred.

•  Service quality improvement through continuous process improvement

1.3.4 Qualification

• Min. 15yrs of regular education

• ITIL Foundation is a must.

• CSA is an added advantage

Key Responsibilities

1.3.1 Key Responsibilities

Responsibilities:

• Possess a profound understanding of the ServiceNow Platform at an architectural level and implement ServiceNow capability
• Conduct requirement gathering workshops and collaborate with project teams to ensure client requirements are effectively translated into project plans, including:
• the design of functional specific applications and modules
• the design of core platform capabilities that underpin the functional modules (including for example, knowledge base and service catalogue)
• the design and functionality of the user experience layer as relevant to the functional modules (including for example, employee service center)
• Effectively guide the client toward best practice implementation outcomes in alignment with the ServiceNow Implementation Methodology and ITIL best practices (where appropriate)
• Execute and contribute to Agile Projects
• Identify and manage potential risks across projects
• Develop training materials and conduct training sessions with clients
• Maintain strong relationships with clients and stakeholders
• Display leadership, mentoring and management for early career team members
• Effective upwards management to program lead and executives
• Contribute to business development activities including written proposals, presales activities, functional demonstrations and presentations

Skill Requirements

•  Ambitious, has pride in his/her work & attention to detail

• Expertise in interfacing with internal customers, external vendors and global teams

• Experience of working in a dynamic environment, balancing challenging workloads and deadlines with attention to deliveries.

• Comfortable and effective dealing with all levels within the organization, including    Executive Management.

• Demonstrates a positive attitude/energy.

• Takes ownership, follows through, and delivers on commitments.

• Strong negotiation skills

• Project Management

• Strong documentation skills including business case presentations and excel skills

1.3.3 Desired Profile – Experience

Must:

• Understand the customer requirement

• Experience solution design and implementation approach.

• ServiceNow Consulting

• Platform audit, assessment and GAP analysis

Preferred:

• Pre-Sales experience in ServiceNow, Experience in Solution design, RFP.

• Transition, Due Diligence experience preferred.

•  Service quality improvement through continuous process improvement

1.3.4 Qualification

• Min. 15yrs of regular education

• ITIL Foundation is a must.

• CSA is an added advantage

Other Requirements

•  Ambitious, has pride in his/her work & attention to detail

• Expertise in interfacing with internal customers, external vendors and global teams

• Experience of working in a dynamic environment, balancing challenging workloads and deadlines with attention to deliveries.

• Comfortable and effective dealing with all levels within the organization, including    Executive Management.

• Demonstrates a positive attitude/energy.

• Takes ownership, follows through, and delivers on commitments.

• Strong negotiation skills

• Project Management

• Strong documentation skills including business case presentations and excel skills

1.3.3 Desired Profile – Experience

Must:

• Understand the customer requirement

• Experience solution design and implementation approach.

• ServiceNow Consulting

• Platform audit, assessment and GAP analysis

Preferred:

• Pre-Sales experience in ServiceNow, Experience in Solution design, RFP.

• Transition, Due Diligence experience preferred.

•  Service quality improvement through continuous process improvement

1.3.4 Qualification

• Min. 15yrs of regular education

• ITIL Foundation is a must.

• CSA is an added advantage