• Lead and ensure the successful delivery of ServiceNow implementation and support engagements. • Drive business development in the sector, including: Supporting the execution of the segment strategy evangelizing ServiceNow platform solutions internally across Defense & Security segments to promote awareness of use cases and client opportunities, and supporting pre-sales activities inclusive of leading sales calls and proposal development and client presentations. • Support the practice leadership team to develop Sales strategies for growing the practice. • Coordinate recruiting efforts to build a team and support growth in sales and high quality, repeatable engagements. • Be accountable for ensuring the overall delivery execution quality of ServiceNow platform engagements in the segment providing oversight and governance. • Mentor more junior team members in ServiceNow platform best practices and business analysis, project management. • Drive revenue of all ServiceNow solution offerings across businesses in the segment, with revenue management expectations of >$5 million in the first year. • Build and develop relationship / partnership with segment teams, aligning on sales pursuits, resource capacity and capabilities, and awareness across the industries. • Build and develop relationships with ServiceNow Account leads in the D&S segment and support managing joint sales pursuits. • Support to develop thought leadership content and marketing material. • Maintain awareness of industry best practices and business levers for offerings keeping pace with ServiceNow product evolution within the sector.

Role Description The role of a ServiceNow Platform Administrator involves managing and maintaining the ServiceNow platform to ensure its optimal performance and alignment with organizational needs. This includes: - System upgrades - User provisioning - Reporting and problem resolution - Managing access controls and user permissions - Tier 1 support of ServiceNow Platform Incidents, identifying issues and further troubleshooting efforts - Collaborating with stakeholders to address system problems - Serving as the backup to respond to user requests for system needs and upgrades or handling more complex requests - Troubleshooting and resolving complex problems efficiently with little to no supervision - Troubleshooting integration issues such as system/service accounts, APIs, User Management Certs, etc. - Managing dashboards and reports to provide insights into platform usage, license allocations, and performance - Supporting data-driven decision making Qualifications - Bachelor’s Degree in Information Technology, Computer Science or a related field or equivalent relevant experience - 4-6 years of experience in information technology, systems administration or other IT related field - ServiceNow Certified System Administrator (CSA) Required and other relevant certifications are optional - Extensive experience reviewing various system log files - HIWAVE management - Proficiency in ServiceNow administration and development - Knowledge of scripting languages like JavaScript, HTML, and CSS - Strong analytical skills to diagnose and resolve technical issues - Ability to communicate effectively with technical and non-technical stakeholders - Prior experience in IT Service Management (ITSM) Company Description

The Whole Group was purposely built to make deploying and getting value from modern SaaS products easier. Our history is rooted in building elegant and rich user, customer, and partner experiences, and building product extensions that drive and improve complex, data-dependent workflows including Sales, Service, Supply Chain & Finance. Our approach is simple – hire the best people and partner tightly with the best Platform and Product teams to design the fastest and most assured models to deliver measurable change, value, and business transformation to forward-thinking brands and organizations. Our Cosmos deployment framework, optimized for ServiceNow, is highly composable to assure fast deployment, rapid time to value, low technical debt, and a clear path to leveraging future Product features. The result is great user journeys, with data-driven insights and actions to get users quickly adopting and seeing real value from the Now Platform. Our mission is to build a diverse and skilled workforce with ServiceNow, developing business domain expertise ready to shape how we work in the future. Our partnership with University and State leaders fuels this purpose-driven RiseUp collaboration. We are a people-first organization striving to simply be a company that people want to be part of. The Whole Group knows that a diverse team is a more effective team. The description of this role includes a lot of industry jargon and several different attributes we’re looking for; you may not have them all or understand every piece of the terminology, that’s Ok, apply anyhow! Responsibilities The ServiceNow Business Process Analyst will utilize your Business Process and ServiceNow expertise and experience to develop and deploy solutions for clients utilizing the ServiceNow platform. You will work as part of a collaborative team leading, mentoring, and ensuring development efforts are well documented and delivered with quality. The ServiceNow Business Process Analyst is an experienced subject matter expert who focuses on development and delivery of value-added Enterprise solutions that meet the needs of client stakeholders and users. - Be a Functional Subject Matter Expert on the implementation of applications on the ServiceNow platform. - Be a lead member of the overall implementation project team. - Drive process definition, improvement, engineering, and gap analysis of current vs. future processes. - Identify solutions from a people, process and technology perspective during workshops with key client sponsors and stakeholders, generating the required outputs to the level required for the subsequent stages of the engagement. - Provide guidance on and deliver successful implementation of the to-be processes in partnership with other members of the project team, including industry partners working as part of the same project team. - Identify areas of business process improvement (efficiency, effectiveness, and experience) and recommend solutions that detail pros, cons, and risks. - Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their associated processes. - Serve as a liaison between client and technical implementation team. - Create and update required documentation such as workshop agendas, stories, test cases, process guides, and flow diagrams. - Ensure process-related deliverables to clients are complete, consistent, high quality, timely, and deliver intended outcomes. - Promote continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities. - Collaborate and contribute to the creation, deployment, and maintenance of process best practices and standards. - Drive the continuous improvements of our implementation methodology and service offerings based on client experiences. Experience - 3+ years experience with ServiceNow platform with experience in at least 2 modules or 5+ years experience in a related platform with ServiceNow certification. - 3+ years experience in management consulting, process design, or product management. - Experience leading and executing complex strategic and operational initiatives at large organizations. - Advanced presentation skills, including the creation and delivery of professional product demonstrations. - Ability to confidently facilitate client workshops, clearly communicate process recommendations, and manage stakeholder engagement (in person or virtually). - Self-motivated, disciplined professional able to function as a true business leader with a record of accomplishment in managing multiple complex tasks. - Strong problem-solving and critical-thinking skills, with the ability to identify issues, propose solutions, and drive process improvements and decisions. - Proven consulting experience leading the analysis and documentation of as-is processes and definition and deployment of to-be processes and solutions in client environments. - Consultative skills for software service delivery to lead clients to improve their processes and organizational models. - Strong communication skills (both written and verbal); technical writing experience. - Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box. - Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions during project delivery. - Knowledge of and experience in Agile methodologies, including creation of user stories. - Knowledge of and experience in two or more of the following business and systems analysis techniques: Business Process Modeling (BPM), Use Case Modeling, Functional and Non-functional Requirements Analysis, or Gap Analysis. - Strong interpersonal skills, client-centric attitude, ability to deal with cultural diversity. - Proven team player and team builder. - ServiceNow Certified Implementation Specialist (CIS) in one or more module and/or Certified System Administrator (CSA) certification. - Business analysis certification, such as Certified Business Analysis Professional (CBAP) preferred. - Experience or certification in Organizational Change Management preferred. - Experience in developing or delivering user training preferred.

Join The Whole Group. We simplify the deployment and extraction of value from cutting-edge SaaS products. At The Whole Group, we like to keep things simple: we hire the best people and team up with leading Platform & Product experts to get great results for the most innovative brands out there. Let's get creative together and revolutionize how businesses operate, ensuring they stay true to their commitments to employees, customers, and partners alike. Service is key. If you're passionate about ServiceNow and making a real difference, come join us! Here's how we do it: We work closely with top tech teams to create fast and reliable ways to improve companies. Our global team of experts collaborates with ServiceNow to make their products even better. Why join us? We love ServiceNow and make it easy for companies to use their products. Together, we create amazing experiences for users using data to guide us. Our mission: We're all about building a diverse team of ServiceNow experts to shape the future of work. Our purpose-driven RiseUp collaboration with university and state leaders propels this mission. As a people-first organization, we strive to be a company people want to join. We value diversity and welcome people from all backgrounds. The Whole Group knows that a diverse team is a more effective team. The description of this role includes a lot of industry jargon and several different attributes we’re looking for; you may not have them all or understand every piece of the terminology, that’s Ok, apply anyhow! Join us at The Whole Group and be part of a team that values you. Responsibilities The Technical Consultant will support the implementation from proposal to delivery. This includes developing a thorough understanding of the client’s requirements and target outcomes, and then applying industry best practices and your detailed knowledge of how to design and implement the optimal solution. The consultant will build a trusting relationship with major project stakeholders, and lead them to adoption of the best solution. The Technical Consultant will work closely with the Solution/Technical Architect to ensure the solution is technically feasible and to identify areas to reduce implementation efforts. They will validate the configuration of business data and support the technical team for any required custom development. They will assist or lead in test plan development and execution including conducting user acceptance testing ensuring implementation meets client’s requirements. Other expectations include: - Work with the client using a future-focused mindset to understand their long-term Enterprise goals, understand how the ServiceNow platform’s capabilities fits into their Enterprise application ecosystem, design a roadmap, and communicate how the ServiceNow platform could move them towards their goals. - Participate in design workshops, development, testing and deployment activities. - Implement ServiceNow functionality to help meet the client’s enterprise goals. - Ensure quality delivery of ServiceNow technical solutions to ensure they meet customer requirements using the most efficient methods that leverage ServiceNow best practices and standards. - Mentor teammates on ServiceNow platform best practices about ServiceNow modeling, platform architecture, customizations, etc. Experience - 3+ years of experience working in a client-facing role in a professional services organization, building and designing solutions that have been delivered to the marketplace - 3+ years of deep functional and technical knowledge of ServiceNow configuration and implementation - Experienced in ServiceNow's Customer Service Management product required - Experience in ServiceNow Field Service Management, Service Portal, Integration Hub or REST/SOAP Web Services, and AppEngine Studio preferred - Knowledge of key Customer Service Technologies including: IVR, Chatbot, Knowledge Management, and collaboration - Experience in CSM Business Models: B2B, B2C - Act as a Subject Matter Expert for both The Whole Group team and the client - Excellent communication, planning, problem solving, troubleshooting, and organizational skills; willing to take responsibility and act independently - Demonstrated work experience in business and systems analysis, process, and data modeling skills. - Knowledge of Agile development methodologies. - Exceptional communication skills, both written and verbal - Proven team-building skills and ability to motivate others - Team-player mindset and willingness to collaborate with all levels of our organization - Ability to work under minimal supervision, navigate ambiguous environments and quickly adapt to change. - ServiceNow CSA certification required - CIS - CSM Certification required - CSM professional suite Certification preferred - Proficient in ServiceNow Agent Workspace, custom portal design, and virtual assistance