About the position
The role of the Senior Technical Accelerator Consultant is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value. As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased through delivering our technical accelerator. You will act as the ServiceNow subject matter expert and bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
Responsibilities
- Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely.
- Prepare all client-facing and internal deliverables that are technology-related.
- Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members.
- Guide development of new offerings for our technical accelerator portfolio.
- Engage with customers’ requests in Impact including scoping of the level of effort, fulfilling business requirements, and resolving customer escalations.
- Demonstrate the product, both standard and tailored to customer needs.
- Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.).
- Develop and maintain strong working relationships with other teams.
- Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
- Provides thought leadership, leads changes and team leadership by mentoring/coaching team members (IC1 – IC3).
- Mentor resources and peer review development work.
Requirements
- Proven technical and business process experience in leading the development and delivery of ServiceNow solutions in client environments.
- Knowledge of technical components such as LDAP, SAML/SSO and integrations that make use of these technologies.
- Ideally experience with AI/ML technology and preferably experience with ServiceNow Virtual Agent, Predictive Intelligence and Performance Analytics products.
- Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.) and working in a SaaS environment.
- Experience working with Agile methodologies.
- Excellent communication and presentation skills.
- Excellent interpersonal skills, customer-centric attitude and experience working with cross-functional teams and multi-level stakeholders.
- Prepared to study for, obtain and maintain ServiceNow certifications.
- Committed to wowing customers, ensuring that actions contribute towards measurable value for the customer, and generating customer success stories.
- Loves to win as a team and work efficiently in a collaborative environment.
- A desire to contribute to our best place to work where everyone can be their best self and feel an amazing sense of belonging.
- Have a hungry and humble mindset, and proactively seek help when challenges arise.
