ServiceNow Customer Service Management (CSM) Platform Architect

Who You'll Work With
Slalom Emerge is a team of trailblazers helping ensure we achieve our strategic goals of investing for the future and pursuing innovation as a competitive advantage. We empower our local markets by identifying emerging capabilities, building multi-disciplinary teams, and providing access to niche and hyper-specialized expertise.
Slalom's Global ServiceNow practice is a team of experienced professionals helping ensure our clients maximize the impact of their ServiceNow investments and unlock value potential from their expansion of ServiceNow's adoption. We empower our local markets by identifying opportunities, highlighting capabilities, and building multi-disciplinary teams for implementation, configuration, enhancement and operations of ServiceNow.
What You'll Do
This role is expected to act as an CSM Platform Architect for ServiceNow engagements by proposing, architecting and leading CSM solution delivery based on the requirements provided by the Slalom team and the Client. The solutions should be holistic in nature and include repeatable designs for productivity. In addition to domain expertise, they should be comfortable interacting outside of the IT department with the business. They should have a high degree of business proficiency, professional maturity, and poise. Critical thinking and working in unfamiliar sectors will be required. Examples would include the following types of activities:

• Work with the client using a future focused mindset to understand their long-term Enterprise goals, understand how the ServiceNow platform's CSM capabilities fits into their Enterprise application ecosystem, design a roadmap, and communicate how the ServiceNow platform could move them towards their goals
• Participate in and/or lead design workshops, development, testing and deployment activities with some Slalom's top enterprise and public sector customers
• Design the business and possibly, the technical architecture for how CSM can help meet the client's enterprise goals
• Lead and ensure quality delivery of CSM technical solutions to ensure they meet customer requirements using the most efficient methods that leverage ServiceNow best practices and standards.
• Mentor teammates on ServiceNow platform best practices about CSM modeling, platform architecture, customizations, etc.
• Respond to Request for Information/Proposals (RFIs/RFPs)

Travel expectations up to 30%; Regional travel opportunitiesWhat You'll Bring

• You are a person who likes being part of modern, developing teams and have implemented ServiceNow technologies and delivering ServiceNow projects.
• You have experience delivering complex ServiceNow CSM implementations, with multiple stakeholders recommending and implementing solutions for exceptional outcomes.
• You have a passion for leveraging ServiceNow for improving how people live and work; for making things easier and better. You enjoy defining and implementing solutions that simplify, enhance, extend, and empower people to love what they do.
• Ability to communicate and build relationships with all levels of an organization from end users to senior executives, including both technical and non-technical audiences
• Capable and reliable in meeting tight schedules and deadlines as well as high attention to detail while maintaining clear customer expectations throughout the life cycle of an engagement

Experience/Education/Certifications

• Bachelor's degree in a technical related field or business management
• 3+ years of experience working in a client-facing role in a professional services organization, building and designing solutions that have been delivered to the marketplace
• 4+ years of deep functional and technical knowledge of ServiceNow configuration and implementation, or similar technology
• Experienced in ServiceNow's Customer Service Management, Field Service Management, Service Portal, Integration Hub or REST/SOAP Web Services, and AppEngine Studio
• Act as a Subject Matter Expert for both the Slalom team and the client
• Excellent communication, planning, problem solving, trouble shooting, and organizational skills; willing to take responsibility and act independently
• Demonstrated work experience in business and systems analysis, process and data modeling skills.
• Knowledge of Agile development methodologies.
• Exceptional communication skills, both written and verbal
• Proven team-building skills and ability to motivate others
• Team-player mindset and willingness to collaborate with all levels of our organization
• ServiceNow Certified System Administrator Certification (CSA)
• ServiceNow Certified Implementation Specialist for CSM (CIS-CSM) & Certified Application Developer (CAD) required
• ITIL or IT4IT certifications preferred

About Us
Slalom is a purpose-led, global business and technology consulting company. From strategy to implementation, our approach is fiercely human. In six countries and 43 markets, we deeply understand our customers-and their customers-to deliver practical, end-to-end solutions that drive meaningful impact. Backed by close partnerships with over 400 leading technology providers, our 13,000+ strong team helps people and organizations dream bigger, move faster, and build better tomorrows for all. We're honored to be consistently recognized as a great place to work, including being one of Fortune's 100 Best Companies to Work For seven years running. Learn .
Compensation and Benefits
Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer additional benefits such as a yearly $350 reimbursement account for any well-being related expenses as well as discounted home, auto, and pet insurance.
Slalom is committed to fair and equitable compensation practices. For this position at the Senior Consultant level the base salary pay range is $110,000 to $203,000. For this position at the Principal level the base salary pay range is $140,000 to $258,000. In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual's skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.
EEO and Accommodations
Slalom is an equal opportunity employer and is committed to inclusion, diversity, and equity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans' status, or any other characteristic protected by federal, state, or local laws. Slalom will also consider qualified applications with criminal histories, consistent with legal requirements. Slalom welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the interview process.
We will accept applications until December 1, 2024
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