nnAs a Tech & Digital Supervisor Consultant at RSM, you will work with businesses in diverse industries while working on numerous projects per year, you will work on several pieces of any particular assignment
– not just one small part
– and you will feel a great sense of accomplishment when you are done.
You will be engaged in Enterprise Service Management projects, with a strong focus on ServiceNow implementations.
Working in a mutually respectful team environment helps our consultants perform at their best and advance their career and professional capabilities.nn nnRSMs Tech & Digital Consulting Group provides strategy and advisory assistance to improve the overall effectiveness of the Tech & Digital function.nn nnResponsibilities:nn nn
· Document functional design, process flow diagrams, user stories, and gather feedback to influence solution design and approach.nn nn
· Facilitate user workshops and conduct interviews to gather and document business needs, requirements, desired workflows, opportunities and challenges.nn nn
· Evaluate Service Management business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.nn nn
· Analyze diverse business requirements to be solved with automation on the ServiceNow platform.nn nn
· Promote Service Management and ServiceNow best practices, balancing ‘out of the box’nn nnconfiguration verses customization where appropriate.nn nn
· Effectively document and communicate your insights and plans to cross-functional team members and management.nn nn
· Plan and execute User Acceptance Testing activities.nn nn
· Prepare and deliver training sessions and produce training material.nn nn
· Act as project manager/scrum master, including managing the backlog for projects and enhancements.nn nn
· Work closely with development teams and clients to ensure proposed solutions meet best practices and business needs.nn nn
· Respond to Requests for Proposal (RFP) and create Statements of Work (SOWs).nn nn
· Stay up to date with the latest industry knowledge of Service Management and enhancements to ServiceNow functionality, making recommendations on how they can be used to improve business processes.nn nn
· Act as a subject matter expert in ServiceNow and Enterprise Service Management.nn nn
· Gather critical information from meetings with various stakeholders and produce useful reports.nn nn
· Manage multiple projects and project teams to deliver an exceptional client experience.nn nn
· Prioritize initiatives based on business needs and requirements.nn nn
· Monitor project status and escalate time, cost and quality issues as they arise.nn nn
· Establish yourself as a trusted advisor to clients, while managing their expectations.nn nn
· Provide leadership, training, coaching, and guidance to junior staff.nn nn
· Continual learning to better understand RSMs array of services, with the intent to enhance value to the client through integration of services.nn nn
· Aspire to career growth by assuming more active roles in Enterprise Service Management assessments over time, as knowledge and experience progress.nn nn
· Provide thought leadership through presentations or writing such as blogs or RSM content either individually or jointly with other RSM team members.nn nn
· Network internally and externally to develop sales opportunities.nn nnBasic Qualifications:nn nn
· Bachelor’s degree in Information Technology, Management Information Systems, Computer Science or related field and/or a technology focused MBA or comparable experience.nn nn
· ITIL 4 Foundation Certification or higher.nn nn
· ServiceNow Certified System Administrator (CSA) certification at a minimum.nn nn
· At least 5 years of relevant work experience in IT and/or performance improvement consulting.nn nn
· Minimum of 2 years of ServiceNow experience.nn nn
· Experienced with Service Management processes design and toolset implementations.nn nn
· Appropriate technical understanding to able to work with clients and technical teams to design applications that meet business goals and objectives.nn nn
· Strong oral and written communication skills, including high-impact client-facing communications.nn nn
· Ability to work successfully in a team-oriented, collaborative environment.nn nn
· Highly self-motivated and directed character with the ability to effectively prioritize and execute tasks while under pressure.nn nn
· A critical thinker with creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve business problems.nn nn
· Ability to work under pressure, meet deadlines and work on multiple projects simultaneously.nn nn
· Core competencies include business analysis, project management, business process evaluation, and organizational change management.nn nn
· Basic understanding of Data Privacy regulations.nn nn
· Eligibility to work within the U.S.nn nn
· Ability to travel up to 50% locally and nationally.
Must have access to and ability to arrange for use of reliable modes of transportation to those locations.nn nnPreferred Qualifications:nn nn
· Involvement in implementation projects involving multiple ServiceNow applications and system integrations.nn nn
· Skills in workflow analysis, design and process re-engineering principles.nn nn
· Experience creating and configuring ServiceNow Business Rules, UI Policies, UI Actions, Client Scripts, ACLs or providing general ServiceNow support and administration.nn nn
· Understanding or experience with technical aspects of ServiceNow such as JavaScript, XML, HTML, AngularJS, CSS, LDAP, MS Active Directory, SSO, SOAP and REST.nn nn
· Strong computer skills, experience with various software solutions e.g.
Microsoft Project, Visio, PowerPoint, Excel and Word.nn nn
· Ability to anticipate and address client concerns and issues.nn nn
· Ability to break complex issues into project steps and problem solve.nn nn
· Demonstrated work ethic and ability to work effectively with people at all levels.nn nn
· Previous experience with operational process reviews and basic internal control requirements.nn nn
· Consulting or Professional Services firm experience with previous pre-sales/sales experience.nn nn
· Strong data assimilation and organization skills.nn nn
· Understanding and demonstrated experience working with multiple clients.nn