The Technical Consultant will provide subject matter and technical expertise to support customer’s implementations of products developed on the ServiceNow platform. This is a hands-on role capable of leading technical implementations to ensure customers are successfully implemented and value-established.
As a member of our ServiceNow Solutions organization, the MSP Senior 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.
Key Areas of Responsibility
Estimation, creation and delivery of solutions for stakeholders and/or customers 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 Practices and Standards
Ensure technical deliverables to customers are complete, consistent, high quality, on time, and deliver valued outcomes
Build trust and establish thought leadership through publication activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc.
Provide mentorship and guidance to other members of the team
Ensure all time is recorded accurately and keep calendar up-to-date with scheduled activities
Manage multiple clients with limited or no support after initial project implementation
Contribute to the continual improvement of Delivery and Enhancement Services or SNS processes as well as the maturing of the different portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements
Other duties and responsibilities as assigned
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)
QualificationsEducation and/or Experience Qualifications