Advisory Services Consultant
Crossfuze, United States
Job Description
The Advisory Services Consultant (ASC) works to ensure alignment of proposed solutions with the client organization’s stated Business Goals and Objectives. The ASC, 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.
- 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
- Lead practice level workshops with key client stakeholders to define 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
- Identify, lead and contribute to the creation of best practices, white papers, workshops, etc.
Requirements
- 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.
- ITIL 4 Foundation Certification
- 3+ years experience with the ServiceNow platform, ideally as a platform owner, platform manager, or product owner
- Consulting experience (either external or internal), including implementation experience with one or more common enterprise software solutions
- Experience designing and implementing client facing solutions involving enterprise software
- Strong presentation skills. Able to effectively present and defend point of view to a variety of audiences