ServiceNow Sr. Technical Consultant

The Sr Technical Consultant will provide subject matter and technical expertise to support customer’s implementations of products developed on the ServiceNow platform. This is a hands-on role capable of leading technical implementations to ensure customers are successfully implemented and value-established.

As a member of our ServiceNow Solutions organization, the MSP Senior Technical Consultant will provide subject matter and technical expertise to support CDW’s Managed Services ServiceNow instances. This is a hands-on role capable of leading technical and complex enhancements to meet internal stakeholder demands while maintaining the stability of the platform.

Key Responsibilities

Estimation, creation and delivery of solutions for stakeholders and/or customers addressing requirements through technical architecture in consideration of process design, ServiceNow Technical Best Practice and Standards

Collaborate and contribute on the creation, deployment and maintenance of Technical Best Practices and Standards

Ensure technical deliverables to customers are complete, consistent, high quality, on time, and deliver valued outcomes

Build trust and establish thought leadership through publication activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc.

Provide mentorship and guidance to other members of the team

Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities

Manage multiple clients with limited or no support after initial project implementation

Contribute to the continual improvement of Delivery and Enhancement Services or SNS processes as well as the maturing of the different portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements

Other duties and responsibilities as assigned

Other Responsibilities

Timely resolution of assigned Incidents, Requests, and Problems while providing exceptional customer service by employing active listening, empathy, problem-solving and clear communication (verbal and written)

Education and/or Experience Qualifications

Bachelors degree in a Technical field or equivalent experience

3+ years experience as a developer working on the ServiceNow platform

ServiceNow Certified System Administrator (CSA) – current or within 6 months of hire

Required Qualifications

At least 1 CIS certifications (in addition to CIS-ITSM) – current or within 6 months of hire

ServiceNow Certified System Administrator (CSA) – current or within 6 months of hire

Proficiency with Web Technologies (XML, HTML, JavaScript, Angular JS, etc.) and working in a SaaS environment

Experience with web services integrations

Experience working with multiple customers concurrently

Active listening skills, respecting others' point of view and takes ownership of contributing the required input while demonstrating strong communication skills (written, interpersonal, and presentational)

Proven experience as a key technical resource leading the development and delivery of ITSM solutions

Experience implementing systems using the Agile/Scrum methodology

Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership in solving business processes and/or technical problems during project delivery

Demonstrated interpersonal skills, customer centric attitude, ability to deal with cultural diversity

Proven team player and team builder

Strong ownership, accountability, and attention to detail in all work efforts

Superior maturity, professionalism, and judgment; ability to excel with minimum supervision

Commitment to customer satisfaction and supports our brand promise and guarantee to always “make it right”

Ability to travel at least 10% of the time

Ability to make decisions which have significant impact on the department’s credibility, operations, and services

Preferred Qualifications

Degree or equivalent, preferably in Computer Science or Information Technology

5+ years of experience as a developer working on the ServiceNow platform

ITIL 4 Managing Professional, Strategic Leader, or Master Level certifications OR ITIL v3 Practitioner, Intermediate, Expert or ITIL v3 Master certifications.

Proficiency with technical components such as LDAP, SAML/SSO and other such technologies

Travel: Yes, 10 % of the Time