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Technical Consultant

Technical Consultant

ServiceNow Technical Consultant

 

Role Title

ServiceNow Technical Consultant

Business Area

TU ServiceNow Centre of Excellence

Position Overview / Scope

  • A founding ServiceNow partner in the UK with ‘Elite’ Partner status, TeamUltra are now Computacenter’s ‘ServiceNow Centre of Excellence’
  • We have a team of highly skilled architects, project managers, process and technical consultants who deliver across the ServiceNow platform to ensure organisations optimise how they use ServiceNow and transform the way in which they work
  • We have a strong team culture to support and develop our employees, we strive to continuously improve our practice and we take pride in regularly receiving the highest customer satisfaction scores
  • Our Technical Consultants design & build high quality ServiceNow solutions, while providing advice and guidance on all matters relating to ServiceNow implementation and technical best practice
  • The role reports to the Head of Technical Consulting and works alongside other members of the team for project engagements, the work is mainly remotely based, which provides a lot of autonomy and a duty to be diligent in supporting co-workers

Key Accountabilities and Responsibilities

  • Delivering high quality ServiceNow implementations based on business process requirements
  • Ensuring adherence to coding and design standards, and providing technical hand-over documentation
  • Peer reviewing the work of others
  • Able to communicate on complex issues to meet business and customer requirements to avoid escalations
  • Increasing application operating efficiency and adapting to new requirements, as necessary
  • Keep up to date with current and future market developments, technologies, product and strategies
  • According to experience:
    • Provide technical design authority and mentor more junior members of the team
    • Technical lead for medium scale solutions ensuring designs meet customer requirements and achieve appropriate outcomes and deliverables.
    • Acts as a role model for colleagues providing guidance around technical and behavioural competencies to ensure sharing of internal best practice
  • Assisting with system testing and UAT
  • 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
  • Recording, qualification and questioning of customer requirements, even in complex projects and in the case of unclear customer requirements
  • Regularly updates his/her technical knowledge by participating in internal and external training and certifications

Performance Indicators

  • Achievement of customer satisfaction targets
  • Effective delivery of quality solutions using Computacenter's methodologies and standards
  • Achievement of utilisation targets
  • Successful handover of technology to internal or customer support function
  • Enhancement of Computacenter's services reputation with customers, vendors, partners & internal audience
  • Participates in team meetings, internal communities, and other knowledge sharing activities
  • Attain and retain ServiceNow Certifications and partner accreditations

Skills and Experience

ServiceNow Technical Architect

  • Responsible for leading large implementations, providing technical governance and design lead
  • Widespread and proven across multiple areas of the ServiceNow platform, including: functionality, database structure, developer APIs, development tools and techniques
  • Over 7 years of experience in similar roles within the ServiceNow ecosystem
  • Proven specialisms across a few major areas of the platform (e.g. ITOM, HR, PPM, Integrations, etc)
  • Highly customer focussed & providing technical leadership
  • Continuing to be deeply involved in technical implementation alongside the ‘design’ and ‘lead’ aspects above

Senior ServiceNow Technical Consultant

  • Responsible for leading implementations, providing technical design lead and mentoring more junior members of the team
  • Proven knowledge and experience in multiple areas of the ServiceNow platform, including: functionality, database structure, developer APIs, development tools and techniques
  • Over 5 years of experience in similar roles within the ServiceNow ecosystem
  • Skills and experience in Web Technologies (e.g. Javascript, SOAP/REST web services, XML & JSON, Angular.js, Seismic)
  • Ability to provide technical leadership and support to Process Consultants
  • Software Development Lifecycle experience in Agile and Waterfall projects
  • Open and friendly personality, with ability to be customer facing 
  • Be self-managing and capable of working alone or as part of a team 
  • Be capable of working with customers and managing their expectations 
  • Ability to input into technical solution designs and provide input into bid, project and technical documents
  • Uses active listening skills and probing techniques to understand the priorities and concerns of others

ServiceNow Technical Consultant (Mid-Level)

  • Responsible for design and development of ServiceNow solutions according to requirements specified by Process Consultants, while working with peers and more Senior Consultants for guidance as required
  • 3-5 years of experience in ServiceNow implementation, including in depth knowledge of ServiceNow’s functionality, database structure, developer APIs, development tools and techniques
  • Experience delivering high quality ServiceNow code and customisation with appropriate documentation and testing
  • Ability to implement according to business/process requirements, based on good design principles, with evaluation of potential issues and possible solutions
  • Work well within a team, reporting issues and risks, take part in team meetings, share ideas and work towards improving our service
  • Ensuring adherence to TeamUltra coding and design standards
  • Increasing application operating efficiency and adapting to new requirements, as necessary
  • Utilise all sources of information and collaborate with your colleagues to find the best solution for the customer
  • Take ownership of your own career and development once agreed and discussed
  • Expected to research, self-study and attain/retain accreditations on ServiceNow
  • Is able to help manage a complex project
  • Excellent written and verbal communication
  • Uses active listening skills and probing techniques to understand the priorities and concerns of others
  • Understanding of ITIL beyond Foundation level

Junior ServiceNow Technical Consultant

  • Responsible for implementing ServiceNow solutions under the guidance of Process Consultants and more Senior Technical Consultants
  • 0-2 years of experience in ServiceNow implementation, including some in depth knowledge of ServiceNow’s functionality, development tools and techniques
  • Knowledge of Web Technologies (e.g. Javascript, SOAP/REST web services, XML & JSON, Angular.js, Seismic)
  • Experience of the deployment, administration and configuration of an IT Service Management toolset
  • A desire to develop skills, knowledge and understanding in ServiceNow implementation and Best Practice
  • Keeps up to date on technology using relevant industry sources and is able to use this information in customer conversations
  • Uses active listening skills and probing techniques to understand the priorities and concerns of others
  • Knowledge of ITIL® with Foundation accreditation

Education and Qualifications

  • Relevant qualifications (e.g. Degree level Computer Science or related)
  • ServiceNow Certifications – System Administrator, Certified Implementation Specialist in ITSM and other areas

Reporting

  • Head of Technical Consulting & Technical Team Leader

 

Transferring from Other Disciplines

Depending on technical background and transferable consultancy skills, then people from outside the ‘ServiceNow bubble’ could be considered for Mid-Level and Junior roles – the Skills and Experience in this case would be:

  • EITHER candidates who have a strong background in Technical IT management areas AND having a proven aptitude within a scripting / programming environment
  • OR candidates who have solid Software Development experience in Web Technologies (a combination of Server-side and Client-side development in JavaScript, HTML, CSS, PHP, SQL, Ruby, etc.)
  • Knowledge of IT Service Management and ITIL processes is very helpful
  • Candidates with experience managing a competitor tool (e.g. Remedy) must be able to give evidence of strong programming / software development skills
  • Training into ServiceNow development would be provided, candidates with 5 years+ industrial experience would enter at Mid-Level, with others entering at Junior level
  • Our Technical Consultants are good communicators, customer focussed, independent yet team-minded and see the bigger picture for the solution they are working on

 

Usually only considered if recruitment has been advised to include this (e.g. for internal to CC cross-skilling or a specific external non-ServiceNow push)

 

 

 

Contractor Roles

If a Contract role is being considered, then the following specification is used:

ServiceNow Technical Consultant - to be able to hit-the-ground running with the following skills:

  • 3-5 years of proven experience in ServiceNow technical implementation, including in depth knowledge of ServiceNow’s functionality, database structure, developer APIs, development tools and techniques
  • Experience delivering high quality ServiceNow code and customisation with appropriate documentation and testing
  • Ability to implement according to business/process requirements, based on good design principles, with evaluation of potential issues and possible solutions
  • Work well within a team of other technical implementation specialists, reporting issues and risks, take part in team meetings, share ideas and work towards improving our service
  • Ensuring adherence to TeamUltra coding and design standards
  • Understanding of ITIL beyond Foundation level
  • ServiceNow Certified Implementation Specialist qualification in at least one area

 

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