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Principal Technical Consultant, Call Center

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ServiceNow

2024-10-03 17:47:11

Job location Austin, Texas, United States

Job type: fulltime

Job industry: Education

Job description

Job Description

What you get to do in this role:

The Technical Architect, Call Center is a technical expert of a customer engagement team - consulting with customers and configuring the ServiceNow Telcommunications Service Management products based on configuration best practices - all to accelerate and drive customer business outcomes.

What you get to do in this role:

Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. customizations.

Support the engagements efforts for Customer Service-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders

Advise customers on ways they can leverage the ServiceNow platform to transform their current processes.

Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology

Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts.

Drafting and reviewing user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them

Guides and provides ad-hoc oversight/training for the customer's future system administrators throughout the engagement

Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers.

Create and maintain architectural documents, process flows, database structures and other technical documentation.

Work with other members of your ServiceNow team to provide a great experience for our customers.

Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more.

Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution

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

Collaborate with team members

Up to 50% travel annually, driven by customer needs and internal meetings

Inform a friend!

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