ServiceNow CSM Consultant

Join The Whole Group. We simplify the deployment and extraction of value from cutting-edge SaaS products. 

At The Whole Group, we like to keep things simple: we hire the best people and team up with leading Platform & Product experts to get great results for the most innovative brands out there. Let's get creative together and revolutionize how businesses operate, ensuring they stay true to their commitments to employees, customers, and partners alike. Service is key. If you're passionate about ServiceNow and making a real difference, come join us!

Here's how we do it: We work closely with top tech teams to create fast and reliable ways to improve companies. Our global team of experts collaborates with ServiceNow to make their products even better.

Why join us? We love ServiceNow and make it easy for companies to use their products. Together, we create amazing experiences for users using data to guide us.

Our mission: We're all about building a diverse team of ServiceNow experts to shape the future of work. Our purpose-driven RiseUp collaboration with university and state leaders propels this mission. 

As a people-first organization, we strive to be a company people want to join. We value diversity and welcome people from all backgrounds. The Whole Group knows that a diverse team is a more effective team.  The description of this role includes a lot of industry jargon and several different attributes we’re looking for; you may not have them all or understand every piece of the terminology, that’s Ok, apply anyhow!

Join us at The Whole Group and be part of a team that values you.

Responsibilities

The Technical Consultant will support the implementation from proposal to delivery. This includes developing a thorough understanding of the client’s requirements and target outcomes, and then applying industry best practices and your detailed knowledge of how to design and implement the optimal solution. The consultant will build a trusting relationship with major project stakeholders, and lead them to adoption of the best solution.

The Technical  Consultant will work closely with the Solution/Technical Architect to ensure the solution is technically feasible and to identify areas to reduce implementation efforts. They will validate the configuration of business data and support the technical team for any required custom development. They will assist or lead in test plan development and execution including conducting user acceptance testing ensuring implementation meets client’s requirements.  Other expectations include:

• Work with the client using a future-focused mindset to understand their long-term Enterprise goals, understand how the ServiceNow platform’s capabilities fits into their Enterprise application ecosystem, design a roadmap, and communicate how the ServiceNow platform could move them towards their goals.
• Participate in design workshops, development, testing and deployment activities. 
• Implement ServiceNow functionality to help meet the client’s enterprise goals.
• Ensure quality delivery of ServiceNow technical solutions to ensure they meet customer requirements using the most efficient methods that leverage ServiceNow best practices and standards.
• Mentor teammates on ServiceNow platform best practices about ServiceNow modeling, platform architecture, customizations, etc.

Experience

• 3+ years of experience working in a client-facing role in a professional services organization, building and designing solutions that have been delivered to the marketplace
• 3+  years of deep functional and technical knowledge of ServiceNow configuration and implementation
• Experienced in ServiceNow's Customer Service Management product required
• Experience in ServiceNow Field Service Management, Service Portal, Integration Hub or REST/SOAP Web Services, and AppEngine Studio preferred
• Knowledge of key Customer Service Technologies including: IVR, Chatbot, Knowledge Management, and collaboration
• Experience in CSM Business Models: B2B, B2C
• Act as a Subject Matter Expert for both The Whole Group team and the client
• Excellent communication, planning, problem solving, troubleshooting, and organizational skills; willing to take responsibility and act independently
• Demonstrated work experience in business and systems analysis, process, and data modeling skills.
• Knowledge of Agile development methodologies.
• Exceptional communication skills, both written and verbal
• Proven team-building skills and ability to motivate others
• Team-player mindset and willingness to collaborate with all levels of our organization
• Ability to work under minimal supervision, navigate ambiguous environments and quickly adapt to change.
• ServiceNow CSA certification required
• CIS - CSM Certification required
• CSM professional suite Certification preferred
• Proficient in ServiceNow Agent Workspace, custom portal design, and virtual assistance