Sr. Systems Engineer

• Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processes
• Be a key member of an overall engagement team focused on delivering customer outcomes
• Lead customer design workshops
• Guiding customers in defining and refining business requirement for functional aspects of the solution
• Drafting user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Managing and communicating ITSM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectations
• Contribute towards continuous improvement of leading practices
• Growing and mentoring other members of ServiceNow and the partner ecosystem

• Public Trust Clearance (able to obtain a TS/SCI Clearance)
• Must be able to obtain DHS program suitability prior to starting employment
• Bachelor’s degree in Systems Engineering, Computer Science, Information Systems or related technical field. Two years of related work experience may be substituted for each year of degree level education.
• 6+ years of directly relevant experience
• 2+ years of experience with the ServiceNow platform supporting ITSM and ITIL process flow development and tuning
• Significant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / ITSM Services environment
• Experience in defining and deploying future-state ITSM processes and in identifying solutions from a people, process, and technology perspective
• Excellent communication and presentation skills
• Experience in analyzing and recommending ITSM strategies based on business priorities
• Excellent interpersonal skills, customer-centric attitude and experience working with diverse team
• Strong problem-solving and analytical skills with an aptitude and passion for learning new technologies
• Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box
• Strong documentation and technical writing experience

Bonus Points