The BICITIS Group has the following contract opportunity with our direct client on Auburn, WA
Service Now CSM Project Manager/Functional Lead
Our client is implementing the Service Now Customer Service Management (CSM) Module. They are looking for a consultant who has expert level understanding of the capabilities and functionality available across the entire CSM Suite. This person will play a key role and act as a Relationship Manager between the Business Users and the Service Now Implementation Partner Team. They will be responsible for helping to build the future state vision of how Zones can best leverage the capabilities of the CSM Suite to deliver world class service to its customers.
Work with Business Users to understand current processes and capabilities and help to create future state blueprint for leveraging Service Now CSM Capabilities
Responsible for Business Leaders engagement and leading functional workshops
Use consultative skills and understanding of CSM Capabilities to explain how ServiceNow can best address requirements and objectives
Facilitate requirements gathering workshops to develop and validate requirements for specific user story work on the ServiceNow platform.
Ensure good communication to all teams and to upper management of all issues and decisions
Provide project and techno/functional leadership to the team.
Contribute in a project management capacity throughout solution planning, design and implementation.
Assist with the business case, scoping, estimating, resource planning, and delivery management
Ability to communicate effectively with all levels of the organization Ability to plan, organize, prioritize, work independently and meet deadlines. Ability to strategize, plan and implement change
The Consultant will be responsible for delivering Industry best practices around Customer Service, Field Service, Knowledge and Contact Center processes, across functional silos, geographic and business unit boundaries
Essential Skills :
Proficient at leading teams and facilitating workshops.
Clear and effective written and verbal communication skills
Advanced problem solving, analytical and design skills
Can autonomously work through complexities and issues rapidly to identify appropriate timely actions
Must have previous experience with playing a Project Manager/Functional Lead for at least one end to end Service Now CSM Implementation
Ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving governance, program/project management, business process and/or technical problems
Power User comfort level with ServiceNow CSM as a daily tool
Broad Understanding of the capabilities of the entire CSM Suite including
Case and Major Issue Management
Visual Workflow and Automation
Field Service Management
Service Management for Issue Resolution
Customer Service Management Mobile App
Customer Data Management
Visual Task Assignment
Reports and Dashboards