ServiceNow Product Consultant _ CRM & BFSI Industry Solutions

Role Description

• Lead short term ServiceNow consulting/advisory assignment in the customer environment to:
• Lead discovery effort to design an approach and roadmap for transforming Customer Service Management using ServiceNow CRM product suite.
• Lead assessment of current Customer Service Management product implementation and setup to recommend gaps, improvement areas, best practices, continual transformation.
• Lead discovery effort to design an approach and roadmap for transforming Financial Service Operation (Customer service/front, Middle and Back-office Operations) process using ServiceNow Industry products.
• Lead assessment of current ServiceNow Financial Service Operation (Customer service/front, Middle and Back-office Operations) implementation and setup to recommend gaps, improvement areas, best practices, continual transformation.
• As a solution consultant and architect, work as the lead Solution architect for new product implementation in ServiceNow Customer Relationship Management suite of products (Including CSM, FSO, FSM, etc.)
• Support presales and solutioning effort (Crafting solution content and presenting to customer) for RFP’s, proactive opportunities, as an expert in the ServiceNow Financial Service Operation (Customer service/front, Middle and Back office Operations)
• Develop a comprehensive thought leadership strategy with ServiceNow at the core and aligned with Business objectives and Industry trends.
• Other Responsibilities
• Stay current on competitive analysis and market differentiation (Ex: Battle Cards)
• Conduct research to identify topics that resonate with the Customers and thereby developsolutions.
• Create solution collaterals, collaborate with delivery to create case studies
• Contribute with offering maturation and new offering ideas.
• Leverage BFSI business case expertise to articulate ways in which the Now platform will drive competitive advantage for their business.
• Represent TCS in partner events.

Pre-requisites

• 10+ years of experience in Solution consulting/advisory & Architecture and at least 5+ years of ServiceNow Product experience.
• Extensive experience with ServiceNow platform, a. In ServiceNow CSM - at least one design, architect and implementation of ServiceNow CSM solutions b. In ServiceNow FSO at least one design, architect and implementation of FSO solutions on ServiceNow
• Strong background in solution architecture and technical design, with a focus on Customer Relationship Management suite of products (CSM, FSO, FSM)
• Strong understanding of technology and Service Management knowledge and the ability to translate business requirements into technical solutions.
• Prior experience of working on any one of the CRM, FSO products/platforms ex: Salesforce, MS Dynamics, Pega, Appian, ServiceMax, etc.
• Ability to connect seamlessly with functional and technical customer SME’s
• Balanced knowledge of technology and domain
• Candidates with the following Certification & Credentials will be preferred
• ServiceNow CSA
• ServiceNow CIS – CSM
• ServiceNow CSM – Professional suite
• ServiceNow FSO Insurance – Professional Suite
• ServiceNow FSO ban king & Wealth management – Professional Suite
• TOGAF or equivalent architecture framework
• Working with Business Analysts on technical stories, ensuring timely delivery during Sprint cycles

Soft Skills

• Technologist at heart and quick learner
• Ability to work as Individual Contributor as well as leader, navigate through matrix environment and ambiguous situation.
• Excellent communication skills, both written and verbal, ability to work effectively in virtual teams across multiple locations.
• Self-starter, good interpersonal skills, ability to lead customer meetings and build customer confidence. Open to travel.
• Self-starter, Team Player and motivated

Preference will be given to associates with

• Banking, Financial Services and/Insurance Background
• Strong experience with ServiceNow non-IT product portfolio
• Experience in Service Catalog rationalization catalog Items with workflows, business rules, UI Pages, UI actions,
• Experience working in Agile environment using SCRUM methodology.

Salary Range: $109,497-$197,750 a year