Senior Consultant – ServiceNow

Responsibilities

• Architect, design, and solution ServiceNow platform solutions to meet customer needs.
• Lead and manage a team of ServiceNow consultants, providing technical guidance and mentorship.
• Take ownership of technical delivery for projects in India, including work scope detailing, estimation, and planning.
• Review delivered work to ensure high quality and perform hands-on coding and testing.
• Participate in solution engineering and pre-sales activities, including drafting proposals and contracts.
• Drive the growth of the ServiceNow practice by identifying new opportunities and developing new technical capabilities.
• Manage operational metrics for the India-based team and support training and knowledge-sharing initiatives.

Requirements

• Bachelor's degree in Computer Science, IT, or Engineering.
• 12+ years of experience in the customer experience software space.
• 4-7 years of direct experience working with the ServiceNow platform.
• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Certified Implementation Specialist (CIS) or Certified Application Developer (CAD) certification.
• Expertise in JavaScript, HTML, and CSS.
• Strong knowledge of REST and SOAP APIs for ServiceNow integrations.
• In-depth understanding of ITIL processes and best practices.
• Experience working within Agile/Scrum methodologies.

Preferred Qualifications

• Experience with Customer Service Management (CSM) and CCaaS.
• Experience with CTI and IVR integrations.
• Familiarity with additional ServiceNow products, modules, and cloud technologies.

About the Company

TTEC Digital pioneers engagement and growth solutions that fuel exceptional customer experiences (CX). We coach clients to ensure their employees feel valued and supported, believing that an amazing customer experience is an employee-first process. TTEC has been recognized as a Great Place To Work for its commitment to outstanding employee experience and diversity.