ServiceNow ITSM Consultant

Job Description:

What you get to do in this role:

• Be the process expert in how to best support IT departments by using ServiceNow ServiceNow’s IT Service Management products using ServiceNow best practices focused on configuration vs. customization
• Driving ITSM-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Lead customers in their efforts to take advantage of the ServiceNow Solution’s standard capabilities in their efforts to improve their processes
• Lead customer design workshops focused on ServiceNow Platform and Solution functionality
• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral
• Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution
• Drafting persona-based and functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them. The BPC owns the lifecycle of all user stories workflow in engagements - from draft to completion.
• Guides and advocates for the customer’s needs throughout the engagement
• Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources
• Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
• Prepare all customer-facing deliverables focused on process
• Juggle multiple and complex projects/initiatives
• Promoting continuous improvement practices for delivery/engagement materials
• Supporting specific sales activities when required
• Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
• Up to 50% travel annually, driven by customer needs and internal meetings

Candidate Requirements:

• At least 8+ years of consulting experience for complex, global IT Service Management organizations
• ServiceNow certifications such current ServiceNow Certified System Administrator (CSA) certification and Certified Implementation Specialist (CIS) – IT Service Management. Prefer ITSM Professional Suite Certification and relevant micro certifications
• ITIL Foundations certification
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in an ITSM/IT Service Delivery organization, while providing thought leadership to ITSM sponsors/stakeholders in solving business process and/or technical problems
• Proven experience in defining and deploying future-state processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology
• Strong understanding of ITSM technology ecosystem (for example: major incident communication tools such as Twilio; event monitoring tools such as Splunk, Dynatrace, etc) 
• Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Experience in providing Knowledge-Centered Service / Support using technologies
• Experience in analyzing and recommending ITSM strategies based on business priorities
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity

DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

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