Principal Technical Consultant Lead, ServiceNow

Roles and Responsibilities

• Manage a team of 10-15 engineers and architects: 

• Work with teams to build individualized career development plans 

• Coach, mentor, and develop direct reports, including overseeing new employee onboarding. 

• Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment. 

• Provide effective performance feedback through employee recognition, rewards, and disciplinary action. 

• Actively manage bench time to support progress toward utilization targets, individual development goals, and solution development goals. 

• Understand sales pipeline and team capacity and capabilities and work with practice leadership to adjust staffing plans as needed 

• Maintain skills and certification inventory of team 

• Consciously create a workplace culture that supports the values and guiding principles of the organization 

• Foster a culture of delivering with quality, Ownership and high performance. 

• Build and maintain a culture of trust through open and honest feedback and accountability 

  

Project Support: 

• Participate in pre-sales and scoping activities, building proposals, pricing, and statements of work 

• Work with Project Managers and the Resource Management team to identify appropriate resources for projects 

• Act as a key contact for projects staffed by team. 

• Participating in project kick-off, status, close-out, and escalation meetings as needed 

• Provide expert technical architectural support and guidance for solutions 

• Continuously improving project scoping and delivery by capturing lessons learned after each engagement and adjusting future proposals and approaches as appropriate 

  

Support Solution Development and External Evangelism: 

• Work with Solutions Principals and practice leadership to define the solution development roadmap 

• Contribute to solution development activities directly and through coordinating time and contributions by the team 

• Contribute to blog posts, speak at user groups / conferences, and present at internal briefings as needed 

Qualifications

• 10+ years of hands-on experience implementing [and/or] ITSM, CSM, ITBM, ServiceNow Discovery, Service Mapping, and/or Event Management etc.  

• Mastery in at least one ServiceNow suite.  

• Possess a broad base of technical skills, business acumen, and a strong desire to support the client. 

• Experience managing, mentoring, and coaching people. 

• Understand the details behind the implemented solution and having the ability to communicate the high-level vision with the client. 

• The ability to think past the products and create solutions to meet the business/IT needs. 

• Effectively communicate solutions architecture to the client, third parties, and the team. 

• Encompass strong listening and interpersonal skills, an ability to solve complex problems, a big picture mentality, and an aptitude to visualize the solution. 

• Able to foster teamwork among the delivery team(s). 

• Proficiency in hardware, software and/or operating systems environments. 

• Ability to manage a team environment. 

• Proven troubleshooting & problem-solving ability 

• Presentation and facilitation of executive level meetings, group presentations, and collaborative technical workshops.