ServiceNow CSM Solution Consultant – Bilingual (English/French)

We are seeking a highly skilled Lead Designer with knowledge of telecom domain and proficiency in ServiceNow specially CSM module . The ideal candidate will have a deep understanding of ServiceNow platform capabilities, business processes, and telecom services. As a Lead Designer, you will play a pivotal role in driving the design, implementation, and optimization of ServiceNow solutions to support our telecom service offerings.

The mission of Lead Desginer is to: - Requirement Elicitation and Analysis: o Collaborate with Customers & internal stakeholders to gather and analyze business requirements o Elicit, document, and analyze business requirements, processes, and workflows. o Translate business requirements into clear and concise functional specifications for technical teams. - ServiceNow Configuration and Customization: o Utilize your knowledge in ServiceNow specially focusing on CSM module to suggest configuration and customization of the platform to meet the business requirements. o Coordinate with Business stakeholders and ServiceNow dev team to deliver solutions for incident management, change management, service request fulfillment, and other IT service management processes. - Co-manage the backlog with the Product Owner o Breakdown epic into detailed features and user stories o Document and prioritize backlog - Solution Design: o Collaborate with System Architect to design solutions that meet business needs. o Propose innovative and practical solutions to address business challenges. o Ensure that proposed solutions align with the organization's strategic goals and technological capabilities. - Stakeholder Communication: o Serve as the primary point of contact for stakeholders, providing regular updates on project status, risks, and issues. o Manage stakeholder expectations and ensure alignment between business requirements and ServiceNow solutions. o Communicate complex technical concepts to non-technical stakeholders. o Present findings, recommendations, and project updates to various audiences. - Documentation: o Create detailed documentation including business requirements, process flows, use cases, and user stories. o Maintain accurate and up-to-date project documentation throughout the project lifecycle. - Testing: o Participate in system testing, user acceptance testing, and validation of implemented solutions. o Ensure that delivered solutions meet the specified requirements and are of high quality. - Process Improvement & Support: o Identify areas for process optimization and efficiency enhancement. o Recommend process improvements and assist in their implementation. o Support Business on bug and anomalies fixing About you Key Accountabilities: • Work on ServiceNow – TSM module (combination of ITSM & CSM) for customer and desk migration build better customer experience. • Design, configure, and customize ServiceNow applications, modules, and workflows to meet business process requirements. • Conduct thorough testing and validation of ServiceNow configurations to ensure quality and adherence to requirements. • Assist in the creation of training materials and conduct training sessions for end-users to ensure successful adoption of ServiceNow solutions by customers. • Stay up-to-date with the latest ServiceNow features, best practices, and industry trends to provide valuable insights for optimizing the platform's performance. • Participate in ServiceNow-related and other projects, providing expertise and guidance on process improvements and implementation strategies. • Create and execute business scenarios (verification) for the solution developed • Produce key deliverables throughout the lifecycle of the project, for IT use as well as for business owners, such as solution proposals, user acceptance test plans, dependency matrices • Works with the project manager/Scrum master/ project coordinator to define and clarify the requirements for the software to deliver for customer migration to SeviceNow CSM module. • Provide technical support during UAT and go live. Use defect tracking system and follow resolution of defects • Level 3 support to production issues for assigned applications within defined SLA Key Results: • Proven experience as a Functional expert to define Customer journey with a focus on ServiceNow implementation and configuration. • In-depth knowledge of ServiceNow platform capabilities, specially on CSM modules to migrate customers. • Collaborate with teams to troubleshoot and resolve issues, identifying opportunities for improvement. • Hands-on experience with ServiceNow workflows, forms, business rules, UI policies, and other configuration elements. • Expertize in ITIL framework and IT service management best practices. • Excellent communication and interpersonal skills, with the ability to work collaboratively across teams and stakeholders. • A proactive and adaptable attitude, able to handle multiple priorities and meet deadlines in a fast-paced environment. • ServiceNow CSM certifications is required. • Routinely demonstrate solution details during development & ensure rollout to production with business usage. • Demonstrate an ability to present ideas to multiple stakeholders and gain consensus for these ideas. • Excellent transversal coordination, facilitation, and leadership skills. • Ability to build relationships and work across geographies, cultures, and functions. • People management experience is preferable. • Working experience in SAFe, Scrum and Jira processes/methods. • Telecom domain knowledge is mandatory. • A certification in Business Analysis and Scrum will be a definite advantage • Follow agile methodologies to ensure quicker delivery (early realization of business benefits). Support regression and integration testing.

Mentor and coach junior team members on technical and business knowledge of application(s).