ServiceNow Technical Success Consultant

RGP (Nasdaq: RGP) is an award-winning global professional services firm with three decades of experience helping the world’s top organizations navigate change and seize opportunity. With three integrated offerings—On-Demand Talent, Consulting, and Outsourced Services—we give CFOs and C-suite leaders the flexibility to solve today’s most pressing challenges on their terms, uniting strategy, execution, and talent across digital transformation, data, cloud, and global scale. We are one of ServiceNow’s largest and fastest growing Elite services partners in the APAC region.

As we continue to grow our technical team in India, we have an opportunity for a Technical Success Consultant to join the organization. As a Technical Success Consultant, you will be supporting projects deploying ServiceNow based solutions for RGP clients globally.

As part of the broader project team, responsibilities will include liaising directly with clients to identify and document their requirements and the configuration and development of software to meet those requirements.

• More than 4 years of working experience in production support or managed services.
  
• Well versed with ITIL processes and ServiceNow ITSM application.
  
• Good debugging skills.
  
• Proactive communication skills.
  

Key Responsibilities

• Must have strong knowledge on ServiceNow fundamentals, configuration & scripting.
  
• Strong experience and understanding of ITIL and ITSM, E.g., Incident vs Request and Request vs Change
  
• Must be strong in client interactions for debugging the issues and suggesting solutions.
  
• Must work on the enhancements as per the client requirements.
  
• Work on assigned activity/task with other team members in the project and own a distinct aspect of the project
  
• Take charge of finding information sources, gathering, and interpreting problem statement, execute analysis and present findings to team members and stakeholders
  
• Work collaboratively with the team & project manager to deliver assigned work on time
  
• Maintain an effective and proactive follow-up & updates with stakeholders
  
• Perform and organize ongoing support for customers such as report building, data quality, new integrations, etc.
  
• Configuring, developing and testing solutions on the platform to meet business requirements
  
• Maintain high customer satisfaction through the delivery of high-quality, timely and thorough solutions to our clients
  
• Working with our process owners to identify opportunities for improvement 
  
• Engage with clients to provide advice to solve problems & create value
  
• Coordinate training & workshop
  
• Collaborate with the project team to deliver the project efficiently
  
• Educating our users on how to use the platform best 
  
• Assisting our Business Analysts and Senior Developers and providing ad hoc support to the Team where required
  
• Enhance & increase ServiceNow knowledge by doing continuous learning, training and certification
  

• 4-5 years of IT experience
  
• Sound ServiceNow knowledge
  
• Sound Javascript knowledge
  
• Openness to travel
  
• Tertiary education preferred
  

Professional qualifications and education requirements

• At least two years of work-experience in ServiceNow projects
  
• ServiceNow admin certification (CSA)
  
• ServiceNow certified application developer (CAD), will be a plus
  
• ITIL Foundation Certificate in IT Service Management
  
• Excellent problem solving & communication skill
  
• Embrace design thinking