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The Telco Business Process Consultant is a functional and technical expert consulting with customers on implementing ServiceNow Customer Workflow's solutions based on best practices – all with the goal of accelerating and driving customer business outcomes. This role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Training & Certification).
Key Responsibilities- Serve as primary technical/functional point-of-contact for projects and as the face of the development team to the customer.
- Ensure quality of work delivered by technical team, serve as escalation point for client concerns, and identify and implement technical team process efficiencies to benefit the technical team and clients.
- Define, at an architectural and design level of detail, technical solutions aligned with our client's business problems and ServiceNow Implementation Best Practices.
- Understand customer requirements, translate to high-quality technical solutions, and communicate and deliver them to clients.
- Write/estimate stories, monitor developer's work, and own overall quality and delivery of development.
- Lead technical onboarding efforts with new clients to understand their current processes and platform configurations.
- Deliver any purchased development artifacts, documentation, and knowledge transfer activities.
- Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.
- Mentor developers and technical consultants on technical/functional design standards and best practices.
- Research technology partner or other vendor solutions in context of client requirements for integration.
- At least 8 years of consultation and/or configuration experience related to implementing complex, highly configurable technologies.
- Minimum of 2 years of experience developing enterprise architectures, technical roadmaps.
- Strong Understanding of industry specific knowledge including system architecture, use cases, workflows, personas, compliance and industry standards (Ex. 3GPP, TMF, and MEF) typically found in the ecosystem.
- Experience in a wide variety of Telecommunications Networking Technologies such as 5G, Mobile Edge Computing, IP and Optical Networking, SD-WAN, Cloud and Data Center technologies, Satellite, etc.
- Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
- Understanding of data classifications and impacts to storage and security requisitions for various types.
- Experience creating implementation design artifacts, conducting solution presentations, and obtaining customer acceptance of solution design.
- Strong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertise.
- Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams.
- A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.
Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.