Beyond20

• Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITSM and ITIL processes • Be a key member of an overall engagement team focused on delivering customer outcomes • Lead customer design workshops and speak to how best practice processes align to the ServiceNow platform • Create client specific presentations for workshops • Guiding customers in defining and refining business requirements for functional aspects of the solution • Drafting user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them • Managing and communicating ITSM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectations • Assist clients with creating and executing Organizational Change Management (OCM) plans • Contribute towards continuous improvement of leading practices • Growing and mentoring other members of ServiceNow and the partner ecosystem

• Design and document solutions for clients on the ServiceNow • Assist with presales scoping and solutioning efforts • Serve as primary point of accountability and ownership for technical quality • Serve as a mentor and coach to other Architects and Developers • Lead customer workshops, including technical demos, both live and via remote meeting tools • Identify and assist with development of new business opportunities (training engagements and professional services) • Taking on leadership responsibilities as needed for the benefit of peers and management, such as program development, meeting coordination, training and mentoring • Develop custom applications on the ServiceNow Platform • Assist with proposal writing, respond to RFPs and RFQs • Deliver thought leadership through: Professional organization meetings and conferences, Online groups and discussion forums on relevant topics, Webinars, podcasts, and other speaking engagements, Writing blog postings, articles and white papers

• Manage multiple, concurrent deployment projects primarily focused on ServiceNow • Ensure the delivery of IT solutions and services that provide the highest value and quality • Accountable for the scope of each engagement • Complete weekly status reports • Facilitate regular project status meetings and key stakeholder reviews

• Work with ServiceNow implementation project teams, gathering requirements and drafting user stories. • Provide knowledge in business process and system analysis, design, improvement, and implementation efforts or in translating business process needs into technical requirements. • Provide group facilitation, training, and additional forms of knowledge transfer. • Serve as the key coordinator between customers and multiple project teams

• Configure and develop customer solutions on the ServiceNow platform • Lead technical sessions with customers utilizing ServiceNow best practices, including but not limited to demos, discussions, knowledge transfer. • Conduct training for customers on the use of software tools • Collaborating with and mentoring Beyond20 peers and teammates • Develop custom applications on the ServiceNow platform • Implementation of custom dashboards, reporting, and metrics • Supporting the ServiceNow practice, with examples such as Writing blog postings, knowledge articles, and white papers • Creating video content relevant to our clients' needs • Assisting with proposal writing, responding to RFPs and RFQs as needed • Providing assistance with marketing / operational / administrative activities as needed