AB98 Service Delivery Consultant

Location Hatfield
Contact name: Aisling Byrne-Hansen

Contact email: aislingb@excelerate.co.uk
Job ref: 6598
Published: 1 day ago

ServiceNow Service Delivery Consultant

 

Role Title

ServiceNow Service Delivery Consultant

Business Area

ServiceNow Centre of Excellence

Position Overview / Scope

As a Service Delivery Consultant for Computacenter’s ServiceNow Centre of Excellence, you are engaged at the customer level in delivering support for ServiceNow through all phases of its lifecycle.  You will have the opportunity to work across all business sectors with an array of customers and Computacenter teams.  Success is defined by the Service Delivery Consultant’s ability to work with the wider Service Delivery team and key customer stakeholders in order to support, enhance (through development), manage and maintain a large number of ServiceNow environments.

 

The successful candidate will be an integral part of the team, helping us move forward during a period of growth whilst assisting with defining new support offerings to take to market, and ensuring our current offerings remain relevant to our customer base.

As a Service Delivery Consultant, what are you going to do?

  • Run and support high quality ServiceNow solutions, while providing advice and guidance on all matters relating to the Now Platform
  • Ensure adherence to coding and design standards, and provide technical hand-over documentation where required
  • Peer review the work of other team members
  • Offer technical mentoring for areas of the Now Platform where you are considered an SME, to member of Service Delivery and the wider Centre of excellence
  • Communicate effectively on complex issues required to meet business and customer requirements in an effort to avoid escalations
  • Keep up to date with current and future functionality of the Now Platform in order to provide comprehensive responses to customer queries, and make suggestions around functionality adoption in relation to customer roadmaps and future plans
  • Highlight possible area’s for upsell opportunities where there are customer problems that need to be solved
  • According to experience:
    • Provide technical design authority for enhancements being delivered under support contracts
    • Act as a role model for colleagues providing guidance around technical and behavioural competencies to ensure sharing of internal best practice
  • Contribute to the development of technical procedures and standards
  • Escalate issues in line with company processes to ensure customer demands are met
  • Attend and present at customer meetings to ensure understanding of customer requirements and to assist with knowledge transfer where applicable
  • Regularly update technical knowledge by participating in internal and external training and certifications in line with documented career objectives and aspirations
  • Assist in the successful take-on of customer implementations from our Project Delivery teams into BAU Support

What are the skills and professional experience we’re expecting from you?

  • 3+ years of experience in a Support or Technical Delivery role focussed heavily if not entirely on the Now Platform
  • Proven ability to communicate and translate effectively across multiple groups from Pre-Sales/Sales, through to technical resource and Senior Management, with proficiency in English, both spoken and written
  • Strong organisational skills, ability to work independently when needed and manage multiple work streams simultaneously
  • Proven JavaScript skills used to create complex scripts
  • A desire to further technical ability through self-learning
  • ServiceNow certified to the level of System Administrator and at least one CIS discipline
  • Bonus Points:
    • Other relevant ServiceNow accreditations/micro certifications
    • A foundation knowledge of SOAP/REST web services
    • Proven experience of custom integration development
    • Transferrable skills from previous employment and a knowledge of how these will prove beneficial in this role
    • Bachelor’s degree in computer science or closely related discipline
    • ITIL Certification
    • Eligible to UK Government Security Clearance (SC) level
    • Availability to manage customers outside of the UK & Ireland region
    • Excellent communication skills to bridge the gap between technical and non-technical stakeholders