Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

The Telco Business Process Consultant Customer & Industry Workflow is a functional and technical expert consulting with customers on implementing ServiceNow Customer Workflow's solutions based on best practices - all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Training & Certification).

• Serve as primary technical/functional point-of-contact for projects and as the face of the development team to the customer.
• Ensure quality of work delivered by technical team, serve as escalation point for client concerns, and identify and implement technical team process efficiencies to benefit the technical team and clients.
• Define, at an architectural and design level of detail, technical solutions aligned with our client's business problems and ServiceNow Implementation Best Practices. 
• Understand customer requirements, translate to high-quality technical solutions, and communicate and deliver them to clients.
• Write/estimate stories, monitor developer's work, and own overall quality and delivery of development.
• Lead technical onboarding efforts with new clients to understand their current processes and platform configurations.
• Deliver any purchased development artifacts, documentation, and knowledge transfer activities.
• Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues. 
• Mentor developers and technical consultants on technical/functional design standards and best practices.
• Research technology partner or other vendor solutions in context of client requirements for integration.

• Maintain and build proficient knowledge of the ServiceNow platform and products. 
• Assist the pre-sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systems.
• Evangelize ServiceNow Expert Services by contributing to whitepapers, webinars, community groups and partnerships.

• Engage and collaborate closely with the ServiceNow product teams on new product service offerings and go to market activities.
• Interface with the product team during new product implementations to gain best practices insights and give feedback on new features and capabilities to enhance the product.

• Contribute to continual improvement of Delivery Services processes and the maturing of varied portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements.
• Serve as a Senior member of the Customer and Industry Workflow Practice Expert Services team helping to define short-term and long-term goals.

• At least 8 years of consultation and/or configuration experience related to implementing complex, highly configurable technologies. Preferably ServiceNow Customer and Industry Workflow Solutions. (Salesforce, Zendesk, Remedy, Blue Planet, Netcracker, Amdocs . Etc.)
• Minimum of 2 years of experience developing enterprise architectures, technical roadmaps.
• Strong Understanding of industry specific knowledge including system architecture, use cases, workflows, personas, compliance and industry standards (Ex. 3GPP, TMF, and MEF) typically found in the ecosystem.
• Experience in a wide variety of Telecommunications Networking Technologies such as 5G, Mobile Edge Computing, IP and Optical Networking, SD-WAN, Cloud and Data Center technologies, Satellite, Etc.
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
• Understanding of data classifications and impacts to storage and security requestions for various types.
• Experience creating implementation design artifacts, conducting solution presentations, and obtaining customer acceptance of solution design.
• Strong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertise.
• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams.
• A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.