Job Description:
DXC Technology (NYSE: DXC) helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures, ensuring security and scalability across public, private, and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new performance levels, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.
Location: Remote
Job Description Summary
The ServiceNow Management Analyst will lead engaging, comprehensive workshops to guide clients through the design, configuration, and optimization of ServiceNow implementations. This role demands deep expertise in ServiceNow, strong consulting capabilities, and the ability to implement best practices that maximize value. You will work with diverse stakeholders across technical teams and executive leadership, using exceptional communication and presentation skills to foster collaboration and guide clients through transformative changes.
Job Description
- Expert Workshop Facilitator: Skilled in leading structured, dynamic, and interactive workshops, guiding clients through complex processes and configurations. Expert at organizing and conducting sessions that ensure clear understanding and alignment on project objectives. Facilitating in-depth discussions on process design, requirements gathering, and configuration of ServiceNow to align with client objectives.
- Advanced ServiceNow Expertise: Deep knowledge of the ServiceNow platform, in any of the following areas IT Service Management (ITSM,) IT Operations Management (ITOM,) Human Resources Service Delivery (HRSD,) Customer Service Management (CSM,) IT Business Management (ITBM,) Security Incident Response (SR) modules. Demonstrates a thorough understanding of the platform’s capabilities and how best to leverage them to meet client needs.
- Best Practice Implementation: Focused on delivering solutions that adhere to industry best practices, ensuring scalability, maintainability, and alignment with customer goals. Regularly advises clients on how to optimize their ServiceNow configuration for long-term success.
- Strong Consulting Skills: Combines strategic thinking with practical execution, effectively bridging the gap between technical solutions and business requirements. Adept at simplifying complex technical concepts for diverse audiences.
- Customer-Centric Configuration Leadership: Expert in facilitating customer collaboration to drive configuration decisions. Ensures client engagement through every step of the process, leading them confidently through configuration activities with precision and clarity.
- Exceptional Organizational Skills: Proven ability to manage multiple projects, workshops, and configurations simultaneously, while maintaining focus on client objectives and timelines. Highly organized coordinating activities that bring structure and efficiency to engagements.
- Establish Client Relationships: Serve as a trusted advisor, establishing strong relationships with clients by demonstrating deep knowledge of ServiceNow and aligning solutions with their business strategies.
- Lead Requirements Gathering: Drive requirements gathering sessions and translate business and functional needs into actionable ServiceNow configurations, leading clients through the decision-making process.
- Perform Gap Analysis: Conduct thorough gap analysis on existing business processes, systems, and data, offering forward-looking solutions that enhance ServiceNow platform adoption and operational maturity.
- Develop Process Documentation: Develop and maintain process documentation that adheres to DXC best practices, ensuring clear communication of solutions and processes to both clients and internal teams.
- Collaborate on Risk Management: Collaborate closely with the Engagement Manager and project teams to manage risks, define priorities, and maintain project timelines.
- Provide Project Updates: Provide ongoing project updates, addressing potential timeline issues or risks that could impact project delivery, while ensuring client expectations are managed effectively.
- Drive Organizational Change: Lead the development of organizational change management strategies that drive ServiceNow adoption and optimize business processes.
- Stay Updated on ServiceNow Technologies: Maintain current knowledge of ServiceNow technologies and incorporate the latest features into workshop materials and solution designs.
- Assist in Scoping New Opportunities: Assist in scoping and defining new opportunities, ensuring all deliverables align with client and DXC expectations.
- Delivery Client Training: Facilitate client training, ensuring end users are fully equipped to maximize their use of the ServiceNow platform.
Mandatory Qualifications:
- 3+ years of ServiceNow process consulting: Proven experience leading workshops and driving ServiceNow configuration decisions.
- Expert in ServiceNow solution design: Strong background in designing solutions across key modules like ITSM, ITOM, and CSM, ensuring alignment with best practices.
- 3+ years in gap analysis and requirements gathering: Ability to identify process gaps and translate them into actionable ServiceNow configurations.
- Strong communication and presentation skills: Expertise in clearly conveying technical concepts to various audiences, driving effective decision-making.
- ServiceNow Certified System Administrator: Advanced knowledge of platform administration, configuration, and workflows.
- Experience in organizational change management: Ability to develop strategies that ensure successful ServiceNow adoption.
- ServiceNow Certified System Administrator.
Preferred Qualifications:
- Excellent interpersonal skills with the ability to lead and manage client relationships effectively.
- Certifications in key ServiceNow modules, including ITSM, ITOM, ITAM, HRSD, SPM, SOM, or CSM.
Work Environment:
- Remote office environment.
- Up to 50% travel may be required.
Must be legally authorized to work in the United States or Canada without requiring sponsorship now or in the future
If you are an applicant from the United States, Guam, or Puerto Rico
DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.
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