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- Work with the leadership team to feedback on the solution design.
- Work with the Engagement Manager and the project team to identify any areas for upsell (additional business) within engagements.
- Regularly input into best practice and knowledgebase to ensure consistency across implementations.
- Qualify and maintain accreditations as a ServiceNow specialist in at least six (6) separate accreditations.
- Hold ServiceNow certification in System Administration and Implementation Specialist
- Lead workshops and serve as technical lead for project delivery on ServiceNow Implementations
- Setup complex tailored integrations with customer's infrastructure solutions (SSO, email, etc)
- Customise applications with server/client-side business logic, integrate data flow for different ITSM processes between each-other, setup additional plugins to extend out-of-the-box ITSM functionality and configure them.
- Build bespoke applications and fit them into other customer's processes, suggest optimisation of processes to better conform to ServiceNow principles, drive technical/process best practice adoption during initial implementations.
- Activate and configure non-ITSM business applications in ServiceNow (HR, Facilities, Project management, etc.), is able to customise applications to conform to customer's business requirements
- Can do basic setup of out-of-the-box functionalities (Orchestration, Discovery, Event Management), discover customer's infrastructure environment specifics for ITOM and configure probes/activities accordingly in ServiceNow, integrate ITOM data/process into ITSM/ITBM processes within ServiceNow, troubleshoot and solve problems with ITOM.
- Can effectively leverage expertise in Enterprise Infrastructure systems (Windows, Linux, Network) to design ITOM solution architecture, and can build/develop an ITOM strategy within ServiceNow allowing to combine ITSM and ITOM.
- Build inbound data integrations (importing data into ServiceNow) with standard methods (REST/SOAP/JDBC), can build simple outbound data integrations or bi-directional integrations
- Work towards becoming a Subject Matter Expert (SME) lead for a specific technical specialty, taking the lead on building methodologies and sharing knowledge across the Delivery Team.
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