Lead Consultant - CASE

Responsibilities:

• Leading the customer with world class business / technical advisory and ensuring that the tools made available are utilised appropriately to maximise the probability of renewals. i.e., Account Plan, Entitlements, QBR/CSAT, Value Realisation, Account 360
• Proactively driving new opportunities on CASE Accounts to identify at least $1 of opportunities for every $1 the customer has spent on CASE. e.g., $100K customer > $100k of additional opportunities (excluding renewals)
• Assisting Sales and Presales to proactively grow the list of active CASE customers through the acquisition of new logos.
• Achieving Gross Profit (GP) target of on each CASE Contract.
• Achieving ongoing operational efficiencies.
• Contributing to the growth of company’s culture and ways of working.
• Maintaining an active Career Development Plan with career, training and certification goals achieved on-time.

Qualifications:

• Have an IT Degree, relevant tertiary education in Computer Science or relevant experience
• Have at least 7+ years of successful ServiceNow support/delivery
• Have ServiceNow CSA certification
• General understanding of ServiceNow licensing
• Self-motivation to proactively utilise the ServiceNow and Enable training tools with a can-do attitude, to embrace the opportunities that arise when working for a dynamically growing organisation
• Demonstrated effective interpersonal and communication and negotiation skills
• A clear understand of ITIL Service Management practices with specific focus on Incident, Change and Problem Management
• Experience in providing application support in ServiceNow
• Experience in prioritising competing demands and achieve results with customer focused approach
• Strong business acumen, analytical mind focused on problem-solving, strong technical skills and customer presentation skills
• Successful teamwork experience and intuitive understanding when to escalate
• Experience across multiple ServiceNow releases ideally from Orlando to most recent release, ability to clearly articulate release updates and impacts to customers
• Understanding of, and ability to adapt to, both Waterfall and Agile project methodologies
• Additional ServiceNow Certifications or Accreditations