ServiceNow Technical Consultant - Managed Servicesat CDW Careers

Technology Engineering image

Job ID: 20001296
Updated: Jun 17, 2020
Location: Boston, MA, United States

As a member of our ServiceNow Solutions organization, the MSP Technical Consultant will provide subject matter and technical expertise to support CDW’s Managed Services ServiceNow instances. This is a hands-on role capable of leading technical and complex enhancements to meet internal stakeholder demands while maintaining the stability of the platform.

This position can be located in the Madison, WI office or can be home-based. Travel is only required when supporting customer activities or onsite training.

Key Areas of Responsibility

  • Timely resolution of assigned Incidents, Requests, and Problems while providing exceptional customer service by employing active listening, empathy, problem-solving and clear communication (verbal and written).

  • Estimation, creation and delivery of solutions for stakeholders addressing requirements through technical architecture in consideration of process design, ServiceNow Technical Best Practice and Standards

  • Collaborate and contribute on the creation, deployment and maintenance of technical best practice and standards

  • Ensure technical deliverables to stakeholders are complete, consistent, high quality, on time, and deliver valued outcomes

  • Contribute to the continual improvement of SNS processes as well as the maturing of the different portfolios, capabilities, expertise, and best practices in consideration of stakeholders needs and requirements

  • Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities

  • Other duties and responsibilities as assigned


Minimum Qualifications
  • 1.5+ years working on the ServiceNow platform
  • Experience with Web Technologies (XML, HTML, JavaScript, Angular JS, Web Services, etc.) and working in a SaaS environment
  • Active listening skills, respecting others' point of view and takes ownership of contributing the required input while demonstrating strong communication skills (written, interpersonal, and presentational)
  • ServiceNow Certified System Administrator (CSA) – current or within 6 months of hire
  • ServiceNow Certified Implementation Specialist for ITSM (CIS-ITSM) – current or within 6 months of hire
Preferred Qualifications
  • 3+ years working on the ServiceNow platform
  • Proven experience as a key technical resource leading the development and delivery of ITSM solutions 
  • ServiceNow Pre-Sales Accreditations in all product lines
  • At least 1 CIS certification (in addition to CIS-ITSM) – current or within 6 months of hire
  • ITIL Foundations Certification -– current or within 6 months of hire
  • Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other such technologies
  • Experience implementing systems using the Agile/Scrum methodology
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing assistance in solving business processes and/or technical problems and relay that in English and not just IT jargon
  • Demonstrated interpersonal skills, customer centric attitude, ability to deal with cultural diversity
  • Proven team player and team builder
  • Ownership, accountability, and attention to detail in all work efforts
  • Maturity, professionalism, and good judgment; ability to excel with minimum supervision
  • Commitment to customer satisfaction and supports our brand promise and guarantee to always “make it right”
  • Degree or equivalent, preferably in Computer Science or Information Technology
Job Category: Delivery Engineering
Job Type: Full-Time
Travel Percentage: 10%

Connect with