Qualifications
- ServiceNow Advanced Systems Administrator and/or Certified Application Developer and, ideally, Implementation Specialist
- ITIL Foundation, with some ITIL lifecycle stream certificates, ideally
Written and Verbal Communications
- Highly developed written communication skills and capable of producing global and sensitive communications to a varied audience at all levels in both Practice Areas and Business Services.
- Excellent verbal and interpersonal communications skills some form of customer-facing interaction or consulting experience is a plus.
Core Competencies
Analytical Thought & Problem Solving
- Makes decisions that solve the immediate problem and prevent it from occurring again
- Prepares for potential problems and contingencies in case things go wrong
- Takes prompt action to resolve problems quickly
- Makes pragmatic and practical decisions about how centrally driven initiatives should be implemented locally.
- Uses all relevant sources of information, including the team and other colleagues, to generate solutions
Communicating and Influencing
- Uses a range of different influencing techniques
- Takes account of different needs and concerns in order to effectively persuade others
- Communicates effectively with the team through structured meetings and reviews
- Resolves conflict and delivers feedback in an assertive and transparent way
Commitment and Self-Motivation
- Monitors and reviews the quality of service that is provided in order to ensure that it meets/exceeds client expectations.
- Resolves any problems with clients confidentially and professionally
- Remains positive even if progress is slow and solutions are diluted
- Demonstrates a drive towards continual personal growth and development
Leading & Developing Others
- Shapes team around clients priorities
- Tackles the root cause of performance issues rather than just the symptoms
- Invites and encourages ideas about how the team can share knowledge and develop effectively
- Provides public praise and recognition to those who have made successful contributions
Organising and Managing Resources
- Manages multiple work streams/projects/roles and team members simultaneously
- Ensures own and others time is spent on activities that add the most value
- Reviews plans regularly, adapting to current or future setbacks and obstacles
- Recognises and plans for bottle necks and resource challenges in project plans
Working Relationships
- Is a valued member of networks outside their immediate team
- Demonstrates credibility and influence with senior clients or stakeholders
- Initiates new client relationships
- Takes responsibility for growing the reputation of the team
Organisational/Strategic Thinking
- Demonstrates an understanding of what different departments do and how they work together
- Demonstrates an understanding of the firms priorities - the factors which impact business performance - and the consequences of this for implementation.
- Recognises unspoken constraints within the firm - what is and is not possible in certain situation
- Demonstrates a good understanding of clients operational and environmental pressures, priorities and objectives.
