ServiceNow Implementation Specialist

2 weeks ago

Melbourne, Victoria, Australia Fujitsu Full time

About Fujitsu

Fujitsu is a global technology and business solutions leader that transforms organizations and the world around us. With a long heritage of innovation and expertise, we continuously work to contribute to the growth of society and our customers.

As a company, we believe in the power of diversity to drive innovation, and our commitment to fostering a diverse workforce is unwavering. We strongly encourage applications from women, gender-diverse people, Aboriginal and Torres Strait Islanders, Māori and Pacific peoples, LGBTI+ communities, people with disabilities, veterans, and emergency responders.

The Role

We are seeking a skilled ServiceNow Implementation Specialist to join our team. This role will be focused on enterprise service management, with deep expertise in digital and business transformation, customer experience, IT transformation, employee service experience, and integrated risk management.

As a key member of our team, you will be responsible for delivering solutions aligned with client requirements, ensuring process design and adherence to ServiceNow technical best practices and standards. You will also act as an individual contributor or team member on client engagements, taking ownership of tasks and guiding junior professionals.

Responsibilities and Accountabilities

  • Client Workshops & Process Validation: Facilitate workshops to identify business processes and challenges, validate customer requirements, and differentiate between needs and wants.
  • Technical/Functional Design Workshops: Conduct design workshops and create specifications using out-of-the-box functionality and customer requirements.
  • Process Improvement & Automation: Identify areas for improvement and automation, recommending solutions while detailing pros, cons, and risks.
  • ServiceNow Implementation: Deliver solutions aligned with requirements, ensuring process design and adherence to ServiceNow technical best practices and standards.
  • Individual & Team Contribution: Act as an individual contributor or team member on client engagements, taking ownership of tasks and guiding junior professionals.
  • Hands-On Technical Delivery: Perform technical delivery including development, testing, and implementation of cost-effective ServiceNow solutions using HTML, XML, JavaScript, and integrations (e.g., web services, SOAP, email, MID).
  • Subject Matter Expert: Ensure technical deliverables are complete, consistent, high-quality, on-time, and aligned with customer expectations.
  • Coordination & Leadership: Organise development efforts, coordinate with vendors and management, and oversee work quality and accuracy from team members.
  • Mentoring & Uplift: Provide mentorship and support to junior team members, enhancing their capabilities and product understanding.
  • Certifications & Professional Growth: Pursue additional ServiceNow Certified Implementation Specialist (CIS) certifications across various product lines.

Requirements and Experience

  • ServiceNow Experience: Minimum 5 years of experience in ServiceNow Design and Development within a client-facing environment.
  • Technical Presentations: Experience presenting technical aspects of the platform to audiences, particularly in specific domains.
  • Business Acumen & Problem-Solving: Strong analytical skills with a focus on problem-solving and business acumen.
  • Team Player & Leadership: Proven ability to work dynamically within a team and demonstrate leadership qualities.
  • Enterprise-Level Implementations: Experience in implementing large-scale Service Management solutions.
  • Requirements Gathering & Solution Design: Expertise in gathering requirements, creating process documentation, solution designs, and detailed requirements.
  • Continual Service Improvement: Proven experience in defining and deploying 'to be' processes for service improvement, and identifying solutions across people, process, and technology.
  • ServiceNow Releases: Experience with multiple ServiceNow releases, from Kingston to the most recent, with the ability to articulate release updates to customers.
  • Project Methodologies: Experience in both Waterfall and Agile methodologies.
  • Scripting & Integration: Proficiency in JavaScript, CSS, HTML, Angular, and REST API integration.
  • Platform Expertise: Provide insights on platform upgrades, new releases, and the ServiceNow roadmap.

Qualifications & Certifications

  • Education: IT Degree or relevant tertiary qualification in Computer Science.
  • Certifications: ServiceNow CSA + CIS ITSM + 1 additional product CIS.
  • Accreditations: ServiceNow sales & presales accreditation in 2+ product lines.
  • ITIL Certification: ITIL Foundation Certified.

Bonus Points

  • Additional ServiceNow certifications: Additional ServiceNow certifications, including ServiceNow Suite Certified.
  • Exposure to ServiceNow licensing: Exposure to and understanding of ServiceNow licensing.
  • Project Management Certifications: Project Management Certifications: Agile, SCRUM, Prince2 certifications.

Salary: The estimated annual salary range for this position is AU$120,000 - AU$180,000 depending on experience, skill level, and location.

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