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Service Management, Supervisor


This is a Full-time position in Los Angeles, CA posted March 31, 2021.

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