Job Description

Role Purpose

The purpose of this role is to design, test and maintain software programs for operating systems or applications which needs to be deployed at a client end and ensure its meet 100% quality assurance parameters

͏Key Responsibilities:

• Collaborate with clients to understand business challenges, technical requirements, and desired outcomes.

• Lead discovery workshops and requirements gathering sessions

• Design comprehensive Service Now solutions that align with business requirements

• Partner closely with sales teams to shape winning strategies and build compelling business case

• Develop solution and response , standard vs non-standard approach, aligned to sales strategy. Work jointly with bid team and other interdependent Service Lines.

• Draft, manage, and respond to RFPs/RFIs, and prepare proposals, Statements of Work (SOWs), and resource plans

• Deliver product demonstrations, proof-of-concept solutions, and tailored presentations

• Drive AI-enabled workflows and automation solutions to maximize client ROI

• Involved from Deal qualification to contract signature, Sales to delivery handover

• Good understanding of competitor landscape, providing insight into sales plan on how to beat competition

• Reviews and provides inputs to contract schedules, SoW and other contract documents

• Showcase breadth of knowledge across multiple workflows on Service Now platform.

• Develop strong relationships with technical and business leaders at the customer site to position Service Now in their digital transformation vision.

• Analyzes and translates business information and technical requirements into an architectural blueprint to achieve complex business objectives.

• Engages with the customer’s Enterprise Architects to position Service Now as the digital transformation platform, integrated with the customer’s core applications.

• Supports the delivery by scoping and estimating the change orders in existing engagements.

Experience and Qualification͏ :

• Must possess deep Service Now experience and be considered as a subject matter expert. Skilled and experienced in solutioning atleast one of the workflows

• CRM workflows , Employee workflows, Finance and Supply Chain workflows and creator workflow solutions on the NOW platform.

• Overall experience of 7-8 years with min 2-3 years of prior Service Now pre-sales experience (which includes building RFP/RFI response/solution, working on commercials etc.)

• Executive presence: ability to engage clients at various levels (including C-Level) to build strong and long-lasting relationships.

• Should possess a strong commercial and business acumen.

• Multi-regional or multi-organization experience is a key success factor, with demonstrated capacity to operate and thrive in a multi-cultural environment.

• Excellent time management and critical thinking skills

• Excellent Presentation and facilitation skills

• Outstanding communication (written and oral), collaboration, flexible, results oriented, interpersonal and leadership skills.

• Should be able to work with and manage multiple stakeholders – internal and external.

Preferred :

• Qualification: Bachelor's degree in business, computer science, Information Technology or related field. While not mandatory.

• Good understanding of applications like SAP, Oracle, Workday etc that interface with Service Now

• Service Now certifications (e.g., CSA, Implementation Specialist, Technical Architect) highly preferred.

• Previous experience as a Service Now Delivery Architect / Business Analyst

͏

Deliver

		**No.Performance Parameter Measure**

		1.
		Continuous Integration, Deployment & Monitoring of Software
		100% error free on boarding & implementation, throughput %, Adherence to the schedule/ release plan

		2.

Quality & CSAT:

		On-Time Delivery, Manage software, Troubleshoot queries, Customer experience, completion of assigned certifications for skill upgradation

		3.

MIS & Reporting:

		100% on time MIS & report generation