Director – ServiceNow Practice

Job Description

A career within the ServiceNow practice, will provide you with the opportunity to help our clients leverage Salesforce technology to enhance their customer experiences, enable sustainable change, and drive results. We focus on understanding our client’s challenges and developing custom solutions powered by SNOW to transform their sales, service and marketing capabilities by exploring data and identifying trends, managing customer life cycles, strategically building and leveraging online communities, driving employee engagement and collaboration, and connecting directly with channel partners to share goals, objectives, and activities in a secure, branded location.

Job Summary

The Director position calls for dynamic individuals who will be part of the technology leadership team at humanize. The candidate will be engaged with our esteemed clients for developing and maintaining relationships with the client’s leadership group, continuously looking for opportunities in those accounts, conceptualizing and developing Industry SaaS solutions customized to the opportunities, help the Sales team by developing and driving consulting, delivery solutions and proposals and lead the delivery teams during the engagement for delivering value promised to our clients. The person should have good ServiceNow technology background with focus on revenue growth, pre-sales solutioning, and practice development.

Responsibilities

Responsible for building SNOW practice grounds up handling P&L, growth, solutioning & pre-sales, and delivery function for SNOW suite of products
Will be responsible for developing Industry products/platforms grounds up using SaaS and AI
Should have in-depth knowledge and understanding of Service Now Partner ecosystem, licensing model and platform management models.
Capable in designing and developing large solutions combining Service Now platform, automation and workflow capabilities for clients
Lead offshore team in all the Service Now modules like ITSM, ITOM, ITBM, HRSD, Sec Ops. The role will spread across blueprint, design, configuration, build and roll out phase.
The role involves knowledge and experience of both functional and technical aspect for a successful implementation, working closely with various stakeholders like business, process leads and offshore team.
Collaborate to develop platforms on SNOW suite of products
Perform an appropriate role in business development in terms of pre sales and practice development. for example, pre sales, internal engagement and / or knowledge management
Need to have Implementation and Scripting experience on ITSM module and either one of these following SecOps / Discovery /HRSD / CSM / FSM / ITBM / Orchestration / Service Portal / CMDB / Service Mapping / Event Management / ITOM
Service-now for custom Application Design & Development.
Hands-on technical delivery including required documentation of cost-effective Service-now solutions, Ability to create and Modify Workflows.
Should have good integration experience using either one of the following – REST / SOAP / API / Web services
Knowledge of ITIL V3 processes

Experience/Knowledge Required

Technical skills

10-15 years of experience in developing, architecting and implementing, and practice development on ServiceNow based technologies
Development and implementation experience Industry/Domain solutions using SNOW stack and AI tools and technologies
Pre-sales: Participate in requirement discovery with clients, design and develop solutions for the ServiceNow platform, ranging from current feature enhancements and bug fixes to full application suite deployment. Responsible for RFx and solutioning responsibility for clients. Lead sales and pre-sales work in Service Now, respond to client proposals, participate in orals and help growing Service Now business
Delivery & Solutioning: Coordinate with Client, Architects, Business Analysts, and developers to translate business requirements to technical requirements and development tasks. Contribute and review user stories. Build and maintain technical documentation. Monitor health, usage, and overall compliance of ServiceNow and its applications. Assists in project estimation. Participate in regular Knowledge Transfer sessions with ServiceNow Developers. Coordinate upgrades to Production and Sub-Production instances. Develop and manage the complete ServiceNow implementation lifecycle for the Public Transport Ticketing System, driving process optimisation and automation across various modules (e.g., ITSM, ITOM).
Practice building: Build a SNOW practice and consulting layer for blueprinting workshops and contribute with accelerators and frameworks. Build SNOW COE in continuous development of training paths for professional advancement of the practice. Contribute to ongoing definition of best development and solution practices. Build partnership with SNOW and niche platform players. Develop people through effectively supervising, coaching, and mentoring staff. Conduct performance reviews and contribute to performance feedback for staff. Maintain an educational program to continually develop personal skills of all staff. Stay current with new and updated capabilities of the ServiceNow Platform. Contribute to people-related initiatives including recruiting, retaining and training.
Experience in Manufacturing and/or Retail&CPG domain is desired
Certifications in ServiceNow (e.g., Certified System Administrator, Certified Implementation Specialist)

Business and sector expertise

Significant experience in Enterprise Architecture and Technology Strategy across corporate technology domains preferably in Manufacturing and/or Retail/CPG industry
High-level understanding/appreciation of processes that impact business operations
Experience of advising/communicating to ‘Global Head of’ levels’ of Management
Experience of developing and influencing strategic working relationships with key technology suppliers

Leadership and management experience

Strong leadership skills in managing individuals and leading high performing teams
Experience of defining strategic goals for functions and systems for measuring goal attainment
Experience providing technology leadership in managing complex transformations areas
Finding opportunities to partner with external Technology organisations, developing the approach and negotiating terms
Experience of establishing Architecture in an Agile culture
Leadership and management experience at Director or equivalent level, managing global teams in a matrix environment

Personal Skills and Capabilities

Strong verbal and written communication skills, with the ability to communicate technical information to non-technical partners and to listen to identified concerns and adapt accordingly
Ability to influence across multiple functions (technical and non-technical)
Ability to work well under pressure and tight deadlines
To quickly build up a working knowledge of applications by working with others and reading up on new apps/technologies
A continuous desire and willingness to learn and develop your current knowledge and skillset
Flexible in approach, adapting plans and strategies to help manage risks around ambiguity
Problem solver with a strong intuition for business and well-versed in current technological trends and business concepts
Prior experience in startup and product organization is an added advantage