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Job Summary

The Manager - ServiceNow Principal Consultant will contribute to a team of specialists working to assist SHI customers in developing and enhancing their ServiceNow environments. The Manager - ServiceNow Principal Consultant will have an extensive understanding of the ServiceNow platform and will be able to demonstrate the platform and the value of ServiceNow as it relates to specific needs of clients and prospects. The Manager - ServiceNow Principal Consultant will also play a leadership role on deployment projects conducting workshops and providing architectural leadership to those on the project team. It is estimated that one quarter of this leaders’ time will be spent on pre-sales activities, and three quarters on delivery.

The Manager - ServiceNow Principal Consultant will also establish a new ServiceNow delivery capability for SHI that is outside of ITx, providing pre-sales and delivery leadership including the creation of all sales and delivery artifacts related to the new capability. New capability options include SPM, SecOps, IRM, CSM, or HRSD.

The Manager - ServiceNow Principal Consultant reports to SHI’s Director - ServiceNow Practice and can be home office (remote) or office based from either Austin TX, or the Somerset NJ offices.

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours.

   

Responsibilities

Include, but not limited to:

• Ability to lead technical discussions with clients, provide expertise in the sales process and leadership on projects as the SME for ServiceNow’s ITSM, ITOM, ITAM (HAM/SAM) capability plus two additional major application suites (SPM, SecOps, IRM, CSM, HRSD, Platform / Performance Analytics)

• Highly competent in understanding complex IT environments, identifying customers goals and issues and formulating strategies and Solutions to be presented to management

• Gather requirements and design technical solutions which meet client business requirements

• Deliver consulting, use case development, and architecture workshops

• The ability to communicate (written & verbal) complex technical scenarios and situations to a variety of technical & non-technical audiences

• Be a ServiceNow subject matter expert to provide business and solutions consultancy to our clients and prospects

• Maintain knowledge of current and future IT service/operations management technologies through engagement with industry trade groups, technical publications, and interpersonal relationships

• Provide mentoring, education and guidance to SHI’s ServiceNow developers

• Conduct presentations and demos for clients, sales teams, management, and other departments to drive the SHI brand

• Participate with specialist knowledge and engage with Request for Proposal (RFP) responses

• Create, submit, and review Rough Order of Magnitude (ROMs) and Statements of Work (SOWs) for consulting, development, and integration services

• Assist with preparing ROMs (Rough Order of Magnitude) and SOWs (Statements of Work)

• Maintain current ServiceNow certifications and stay up to date on all delta releases

• Continually maintain proficiency on ServiceNow product enhancements, stay on top of ServiceNow industry trends and the general competitive landscape

• Identify additional upsell opportunities within existing customers

• Assist in creating and updating internal Standard Operating Procedures (SOPs)

Qualifications

• Bachelor’s degree or equivalent work experience

• 7+ years of Service Management / Operations Management experience

• 5+ years working with ServiceNow as a ServiceNow Architect or ServiceNow Practice Manager

• 5+ years of pre-sales or consulting experience for a ServiceNow Partner

• Experience in ServiceNow IT Service Management and CMDB

• Understanding of basic ITIL processes and principles

• Experience working within Agile delivery frameworks

Required Skills

• Excellent written and verbal communication skills

• Excellent presentation skills

• Ability to lead technical discussions with clients and presentations

• Ability to collaborative with other internal departments and sales teams

• Ability to work independently as well as in a team environment

• Excellent organizational and time management skills

• Ability to adapt to changing technology environment

• Ability to understand clients’ environments and recommend appropriate technology

Preferred Skills/Qualifications:

• Experience in additional ServiceNow products/modules, ie: Cloud Cost Management, SPM, CSM

• Experience in additional service management, operations management, and/or incident response technologies, such as Jira Service Management, BMC Remedy, IBM, Microsoft, etc.

• Experience developing service catalogs and service portals in ServiceNow, Jira, or custom applications, etc.

• Expertise in public cloud provisioning, infrastructure as code, and automation

• Experience in event management and change management processes

• Understanding of building custom applications, service request processes, and reports on the ServiceNow platform

• Understanding of building integrations with ServiceNow IntegrationHub and APIs

Certifications Required

If the mandatory certifications are not currently held, you will be required to study and pass the following mandatory certifications at a minimum within a 6-month period of commencing the role:

Mandatory certifications:

• ServiceNow CSA or ServiceNow CAD

• ServiceNow Sales and Pre-Sales Accreditation

• ITSM

• ITOM

• ITAM

Preferred certifications:

• Certified Master Architect (CMA)

• ITIL 4 Foundations

Unique Requirements

• It is expected that this role will require occasional travel nationally to attend conferences & visit client (Max 30%)

Additional Information

• The estimated annual pay range for this position is $160,000 - $240,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status

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Job Locations US-Remote | US-TX-Austin | US-NJ-Somerset

Requisition ID 2024-18295

Approved Min (Total Target Comp) USD $160,000.00/Yr.

Approved Max (Total Target Comp) USD $240,000.00/Yr.

Compensation Structure Base Plus Bonus

Category Technical Presales/Post Sales