ServiceNow

TechDigital Group; San Antonio (TX); On-site; USD 42,000 - 73,000; Full time

Job summary

Anglo American is seeking a Senior ServiceNow Consultant to own the roadmap and guide client engagements from requirements through release. The role requires deep expertise in ServiceNow as a platform and in managing complex process improvements.

Base location India with 4-5 budgeted business travels annually to London, South Africa and Brazil. Expect strong collaboration with global teams, on-call support, KPI-driven SLA adherence and governance of ServiceNow best practices.

Qualifications

• 15+ years of total experience in managing processes and ServiceNow as a platform.
• Strong experience owning ServiceNow roadmaps and understanding all modules.
• Ability to translate business requirements into detailed functional and technical specs.
• Experience in cloud DevOps processes on ServiceNow and governance compliance.

Responsibilities

• Own and articulate the ServiceNow roadmap for Anglo American, including 30-60-90 day plans.
• Provide on-call support, root cause analysis, and SLA-compliant ticket resolution.
• Collaborate with ServiceNow technical teams to implement requirements and test deliverables.
• Ensure adherence to best practices and maintain SNOW at current release level (N-1).

Skills

ServiceNow expertise

Roadmap ownership

Business analysis

Cloud DevOps on SNOW

Stakeholder comms

Job description

The key responsibilities will be to own Service NOW roadmap for Anglo American. He must have strong background in Service NOW as a process and a functional consultant. 15+ years of total experience in managing processes, Service NOW as a platform. Extensive experience in managing service NOW roadmaps and in depth understanding of all modules Service NOW. Must own service NOW roadmap for Anglo American, be able to provide clarity to customer on a 30-60-90 day plans. Experience in articulating and implementing cloud devops processes on Service NOW. Must be capable of evaluating all business requirements and feasibility analysis and suggest Go, No-Go decision. Must have the capability to translate business requirement into detailed functional requirements. Must be capable to translate functional requirement into technical requirement. Must be capable of working closely with Service NOW technical teams to ensure that all business requirements are successfully implemented. Must be able to functionally test the implemented functionalities and provide sign off before releasing to customer. Must be responsible for compliance with Service NOW best practices and health checks. Must be responsible to keep Service NOW at N-1 version.

Additional Responsibilities

• Provide support for on call escalations and doing root cause analysis of given issue.
• Independently resolve tickets within agreed SLA of ticket volume and time.
• Adhere to quality standards, regulatory requirements and company policies.
• Work on value adding activities such as Knowledge base update & management, Training freshers, coaching analysts.
• Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Location: Base Location will be India with 4-5 budgeted business travels every year to London, South Africa and Brazil to meet with key stakeholders and with business users.