ServiceNow Practice Strategist – Telecom
RemoteFull-TimeMid-levelOther
Our Approach to Work
- At NewRocket, people are not just the backbone; they're the heartbeat. We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table. Here, it's not just about a job; it's about fostering a healthy work-life balance, creating a culture that thrives on collaboration and innovation, and supporting professional growth for individuals and teams.
- We believe in creating meaningful experiences, not just for our clients but for every member of our crew. Your voice matters, your growth matters, and you matter. Join us for a journey where your uniqueness is not only recognized but celebrated, and together, let's create something extraordinary!
- Come join our Crew!
Your Impact
- Assist Pre-Sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systems
- Serve as primary technical point-of-contact for projects and as the face of the engineering team to the customer
- Define, at an architectural and design level of detail, technical solutions aligned with the client’s business problems and ServiceNow Implementation Best Practices
- Write/estimate Stories, monitor engineers work, and own overall quality and delivery of development; may perform a portion of development on Stories that cannot be delegated
- Responsible for demos and delivery of additional documentation, proof of concepts, and knowledge transfer activities for project and crew members
- Work collaboratively with Project Manager to monitor for scope creep and resolve critical path technical issues, complex business processes, and escalations from customers
- Collaborate with Pre-sales and project managers to ensure solutions are not introducing unnecessary customization and minimize technical debt
- Draft and publish to company repository technical and process documentation.
- Prepare and facilitate customer workshops to capture and define customer’s requirements.
- Collaborate with Pre-Sales team and Delivery Organization on creating plans that drives results based on the customers’ requirements and budget
- Research industry impact and innovative opportunities to propose NewRocket product enhancements.
- Provide engineers with architectural blueprints/requirements for implementations
Your Experience
- Deep understanding of Telecom systems, processes and industry standards and practices.
- 8-12 years’ experience at a SaaS, PaaS, or Enterprise Software Development Company.
- 3+ Years of ServiceNow Platform Experience with an in-depth understanding of ServiceNow architecture.
- Deep experience with TSM, TNI, ITSM, FSM on the ServiceNow Platform, experience with Order Management for Customer Service Management
- Passion in engineering science and technology. Applying principles, techniques, procedures, and equipment to the design and production of managed services.
- Collaboration with customers is something you love to do! Including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Strong problem-solving skills and the ability to simplify complex situations.
- Fundamental understanding of the CSM data model (Accounts, Contacts, Cases, Entitlements, etc.).
- Experience with documentation software (e.g., Microsoft Word, Excel, PowerPoint, Lucidchart).
- Adapts quickly in a fast-paced environment!
- Proven ability to consult as a key technical resource leading the development and delivery of ServiceNow solutions in client environments
- Knowledge of ITIL, minimum Foundation and/or CSDM, Common Service Data Model.
- Proficient in one of the following product lines: CSM, HR, ITBM, ITOM, Performance Analytics, SecOps, or Software Asset Mgmt.
- Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
- Experience implementing systems using the Agile/Scrum methodology
Education
- BA/BS degree in Business Administration or technology related field preferred, or equivalent experience
Certifications
- ServiceNow Certified System Administrator (CSA) desired.
- Certified Implementation Specialist (specific domain area) required, current or obtain within 6 months
- ServiceNow Micro-certs, nice to have!
- This position may require occasional travel, both domestic and international, as part of the job responsibilities.
We Take Care of Our People
- NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard. We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact hr.us@newrocket.com.
