CONSULTANT, TECHNICAL

Job Purpose

Responsible for developing, implementing, and improving Service Portfolio Management (SPM) solutions in ServiceNow, optimizing PPM, Demand Management, APM, and Resource Management to align with business objectives and ensure value and governance.

Key Accountability Areas

SPM Configuration and Administration:

• Assist in the development, configuration, and administration of various ServiceNow SPM modules.

Integration Support:

• Support integration activities between ServiceNow SPM and other enterprise systems.
• Use REST, SOAP APIs, and Integration Hub for seamless data exchange.

Implementation of Best Practices:

• Implement best practices for Service Portfolio Management:

1. Optimize workflows
2. Automate processes
3. Establish governance frameworks within ServiceNow

Requirement Gathering and Functional Analysis:

• Participate in requirement gathering sessions and stakeholder workshops.
• Perform functional analysis to align business needs with portfolio management capabilities.

Application Configuration and Scripting:

• Work on the configuration of applications, business rules, workflows, and automation scripts.
• Use ServiceNow’s scripting languages (JavaScript, Glide, and Business Rules).

Testing, Deployment, and Change Management:

• Assist in testing, deployment, and change management for new SPM-related implementations.
• Ensure implementations meet functional, financial, and strategic requirements.

Troubleshooting and Issue Resolution:

• Troubleshoot and resolve technical and functional issues related to portfolio management processes, dashboards, and integrations.

Documentation and Compliance:

• Maintain comprehensive documentation related to:

1. SPM configurations
2. Customizations
3. Integrations
4. Governance structures

• Ensure compliance with security, access control policies, and data governance within the Service Portfolio Management framework.

Continuous Improvement and Innovation:

• Stay up to date with ServiceNow SPM enhancements, industry trends, and best practices.
• Recommend continuous improvements and innovative solutions.

Role Accountability

HR Proficiency:

• Ability to obtain updated soft & technical skills related to the job
• To have a vision and a plan for the career path and how to achieve it.

Delivery:

• Perform the planned activities to meet the operational and development targets as per delivery schedules. 
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide a periodic report formatted by detailing the deviation and execution of planned tasks. 

Problem-Solving:

• Solve any related problems arise and escalate any complex operational issues.

Quality:

• Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.   

Business Process Improvement:

• Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.

Compliance:

• Comply to related policy & procedures and work instructions. 

Health, Safety, and Environment:

• Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.

Academic Qualification

Work Experience

Technical / Functional Competencies