Job Description:

What you get to do in this role:

Be the process expert in how to best support IT departments by using ServiceNow ServiceNow’s IT Service Management products using ServiceNow best practices focused on configuration vs. customizationDriving ITSM-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholdersLead customers in their efforts to take advantage of the ServiceNow Solution’s standard capabilities in their efforts to improve their processesLead customer design workshops focused on ServiceNow Platform and Solution functionalityOwning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateralGuiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solutionDrafting persona-based and functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them. The BPC owns the lifecycle of all user stories workflow in engagements - from draft to completion.Guides and advocates for the customer’s needs throughout the engagementSupport internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical ResourcesDrive customer unit and user-acceptance testing requirements throughout and at key stages of an engagementBe a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomesPrepare all customer-facing deliverables focused on processJuggle multiple and complex projects/initiativesPromoting continuous improvement practices for delivery/engagement materialsSupporting specific sales activities when requiredProviding training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon requestUp to 50% travel annually, driven by customer needs and internal meetings

Candidate Requirements:

At least 8+ years of consulting experience for complex, global IT Service Management organizationsServiceNow certifications such current ServiceNow Certified System Administrator (CSA) certification and Certified Implementation Specialist (CIS) – IT Service Management. Prefer ITSM Professional Suite Certification and relevant micro certificationsITIL Foundations certificationDemonstrated ability to influence and consult (providing options with pros, cons and risks) in an ITSM/IT Service Delivery organization, while providing thought leadership to ITSM sponsors/stakeholders in solving business process and/or technical problemsProven experience in defining and deploying future-state processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technologyStrong understanding of ITSM technology ecosystem (for example: major incident communication tools such as Twilio; event monitoring tools such as Splunk, Dynatrace, etc) Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile DevelopmentExcellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)Experience in providing Knowledge-Centered Service / Support using technologiesExperience in analyzing and recommending ITSM strategies based on business prioritiesStrong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity

DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

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