Service Now Consultant Lead

4 weeks ago

Canberra, ACT, Australia Fujitsu Full time
About the Job

We are a global leader in technology and business solutions, transforming organizations and the world around us. Our mission is to use technology to make lives happier.

About the Role

This role is responsible for leading client engagements and delivering Service Now solutions that align with business requirements. As a Service Now Consultant Lead, you will be working independently on engagements, providing holistic services across engagement management, advisory, consulting, and implementation.

Key Responsibilities
  • Leading client engagements, driving process definition, re-engineering, and gap analysis during workshops with key customer sponsors and stakeholders.
  • Ensuring technology design and solutions align with business requirements.
  • Developing and maintaining strong customer relationships with key stakeholders, including program managers, business process owners, and enterprise architects.
  • Producing high-quality customer documentation, including workshop materials, training materials, and solution designs with acute attention to detail.
  • Understanding the scope and commercials of customer contracts and managing scope increases during an engagement, keeping the customer and team informed.
  • Engaging in presales activities to support the sales process, including building proof of concepts, customer demos, and high-level designs.
  • Supporting customer success managers in defining solutions and scoping, refining client vision into activities and estimates.
  • Identifying opportunities and influencing clients to adopt Fujitsu services, including CASE, Rapid Seeds, and Service Now platform modules, functionality, and upgrades.
Requirements and Experience
  • Minimum of 5+ years of Service Now Development experience with successful delivery of multiple customer engagements.
  • Experience across at least three of the following Service Now modules: ITSM, ITOM, CMDB, CSM, or HRSD.
  • Strong leadership and mentoring skills, with experience managing teams and driving collaboration.
  • Proven track record in managing client engagements and building strong customer relationships.
  • High customer satisfaction scores and recognition for individual contributions to customer outcomes.
  • Experience in leading and managing complex client bids and proposal teams.
  • Ability to architect complex and innovative solutions that deliver client value.
Why Fujitsu?

We are an organization with a strong set of values and a history of respecting fairness and equality and promoting diversity, equity, and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You. We put people first. We believe in the power of diversity to drive innovation. Our AWEI Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion highlight our commitment to an inclusive culture.

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