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Remote ServiceNow Customer Service Management Solutions Architect

Posted almost 2 years ago

Solutions Architect - ServiceNow CSM

3- Other US

4331 Solutions Architect - ServiceNow CSM (Customer Service Management)

Requisition:

Covestic is looking for a high caliber, multidimensional ServiceNow Solutions Architect with customer-facing, Customer Service/CSM/Contact Center expertise to help us grow our ServiceNow Customer Service Management practice area. Our innovative process and service-focused solution model offers a perfect complement to progressive on-demand Service Management solutions like ServiceNow. Successful candidates will have hands-on experience working with and deploying the Customer Service Management (CSM) offering from ServiceNow as well as experience in ITSM and/or customer support methodologies. You will be working with our clients to assess current state processes and tools, define ServiceNow solution requirements, determine and define integration requirements, and develop overall architecture and implementation plans. This role will also provide expert level support and technical mentoring to ServiceNow Delivery Consultants, help lead the team, provide ServiceNow sales engineer support to business development staff, assist customers with proof of concept/proof of value activities, and support practice build efforts to include the development of practice intellectual property (IP). Some hands-on implementation work is required, and remote workers will be considered. Responsibilities:

Partner with Covestic business development and leadership teams to scope new project opportunities and write proposals in the ServiceNow Customer Service Management (CSM) space

Work with clients to assess current state processes and tools, identify ServiceNow platform solution options, define ServiceNow solution requirements, determine and define integration requirements, and develop overall architecture and implementation plans for CSM

Lead and deliver requirements, scoping and design workshops, ensuring requirements are well documented

Provide expert level support and technical mentoring to Covestic implementation team

Maintain deep, comprehensive knowledge of ServiceNow's capabilities and constraints

Maintain industry knowledge, to include competitors and 3rd party, complementary solutions and integrations

Collaborate with technical consultants, customer and project teams to architect and design solutions that leverage native configuration opportunities vs. custom scripting/development wherever possible

Recognize and develop opportunities to leverage ServiceNow as a platform (e.g. custom applications inside and outside of ITSM)

As a senior technical member of the team, deliver hands-on configuration, development and integration services and serve in a delivery assurance capacity for all project deliverables

Plan and coordinate all phases of testing and test acceptance; design and oversee development of testing related work products; lead test remediation cycles

Support practice build efforts to include development of practice intellectual property (IP)

Required Qualifications:

Expertise leading at least three full lifecycle ServiceNow implementations

2 years' experience with ServiceNow Customer Service Mgmt. (CSM)

5 years of experience developing and implementing CRM/CSM, ITSM/ITIL processes and solutions

5 years of professional services/consulting experience

3 years of experience documenting tool requirements from To-Be' processes and assisting the IT organization in comparing various Vendor's tool products

Excellent interpersonal skills combined with practice establishing and maintaining credibility as a ServiceNow expert

Desired Qualifications:

ServiceNow Service Portal and Web Development experience a significant plus

Experience in call center/contact center operations

ServiceNow certifications

ITIL certifications

For immediate consideration, please apply through the link provided or forward your resume directly to jpitt@covestic.com mailto:jpitt@covestic.com .

Covestic is a premier provider of IT services for midsize and enterprise organizations. As a leader in helping clients to identify, implement and manage the IT solutions which make their businesses stronger, we offer a comprehensive portfolio of services encompassing various facets of IT Service Management, IT Operations, Cloud Computing, and Project Delivery. If you are a practiced professional with a passion for technology and teamwork, then join our team.

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