The Advisory Consultant (AC) works to ensure alignment of proposed solutions with the client organization’s stated Business Goals and Objectives. The AC, leveraging appropriate industry best practices (e.g., ITIL, PMBoK, etc.), ServiceNow guidance, and real-world experience, helps design and get agreement on solutions that address the four dimensions of service management (Organizations and people [People], Value streams and processes [Process], Information and technology [Products] and Partners and suppliers [Partners]). The ASC plans, designs and facilitates business, organizational and process discussions with Clients, defining strategy and vision, building consensus regarding outcomes and benefits, and ensuring the delivered solution realizes those benefits. With a diverse IT and/or Management Consulting background and knowledge of industry IT trends, the ASCs establish a ‘Trusted Advisor’ relationship with Clients, external partners, as well as other Crossfuze internal teams.
Position Responsibilities:
- Establishing a ‘Trusted Advisor’ relationship with clients and prospects
- Working with client stakeholders and sponsors, gain a strong understanding of the client’s objectives, strengths, pain points, and areas for improvement. Establish an agreed multi-phase roadmap to accelerate the client’s path to maturity
- Support the creation / present of ROMs / SOWs addressing client needs through ServiceNow product and/or Crossfuze services
- Facilitate practice level workshops with key client stakeholders and sponsors defining an agreed ‘to-be’ state practice definition, including guidance to alignment with industry recommended practices
- Develop required documentation such as process design documents, workshop presentations, use cases, workshop agenda, roles/responsibilities descriptions
- Identify areas of process improvement (efficiency and effectiveness) and recommend solutions with related business case (e.g., benefits, costs, implementation considerations, risks, etc.)
- Recommend metrics and KPI’s to quantify the impact of the solution and drive continual service improvement
- Remain engaged with customers post sales and ensure successful transition from sales to enablement
- Identify, lead and contribute to the creation of best practices, white papers, workshops, etc.
- Contribute to the continual improvement of Crossfuze processes as well as the maturing of the different portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements
- Other duties and responsibilities as assigned
- 5+ years’ experience in IT Service Management and Service Delivery
- 3+ years’ experience in at least one additional related field such as Project Portfolio Management, Agile Development, DevOps, ITOM, ITAM, Human Resource Management, Customer Service Management, etc.
- 3+ years’ experience with the ServiceNow platform, ideally as a platform owner, platform manager, product owner OR in the Advisory Consultancy Services space
- Enterprise consulting experience (either external or internal), including implementation experience with one or more common enterprise software solutions filling positions of increasing responsibility and management of program teams
- Demonstrated experience with leading teams and complex projects
- Familiarity with Organizational Change Management methodologies and approaches
- Proven ability to analyze, design, and optimize business processes via technology and integration
- Strong presentation skills. Able to effectively present and defend point of view to a variety of audiences
- ITIL 4 Foundation Certification
- ServiceNow CSA required
- The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages, so you are free to use the afternoon for what you need. Email cleanup, a trip to the zoo with the kids, it’s up to you!
- Flexible remote work options
- Additional PTO day for mental health
- Competitive paid time off
- Half-day Fridays
- Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits.
- Paid maternity and paternity leave for biological birth and adoption
- Newborn, adoption and fertility assistance
- Competitive training & development programs
- Healthcare Plan
- 401(k) with employer match
- 10 days toward bereavement leave
- Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice.
Equal Employment Opportunity:
Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.
