At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
Position Purpose
As a Principal Consultant you will be responsible for architecting, designing and solutioning Service Now platform solutions as well as leading a team of Service Now consultants to deliver innovative solutions for our customers. You will need to liaison onsite delivery teams like project managers, onshore team members, and at times sales team members and client. You will also drive the innovation and growth of the Service Now practice, by identifying new opportunities, developing new capabilities, and ensuring stakeholder satisfaction.
Key Responsibilities
1. Experience of architecting, designing Service Now platforms solutions and lead teams
2. Be available in-person in Hyderabad with commitment to office presence as per site working policies.
3. Able to take over technical delivery ownership for project work happening from India:
a. Lead work scope understanding and detailing with onshore or client teams.
b. Estimate and plan work for India team to deliver.
c. Review delivered work for requisite quality.
d. Code and test projects.
e. Attend meetings and training as required.
f. Work with system analysis and project management for the successful completion of a project.
4. Actively participate in Solution Engineering and Pre-sales activities including solutioning, estimation and drafting of proposals and contracts
5. Driving training & development and knowledge sharing aspects
6. Actively participate on India team growth for additional team size and new technical skills.
7. Will be jointly responsible for operational metrics for India team.
8. Hands-on Technical skills on:
Competency
· Personal: Strong people skills, high energy and enthusiasm, integrity, and honesty; flexible, results oriented, resourceful, problem-solving ability, deal effectively with demanding situations, ability to prioritize.
· Leadership: Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a cheerful outlook. Provide support and guidance to more junior team members, particularly for challenging and sensitive assignments.
· Operations: Ability to manage multiple projects and products. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively. Utilize high level expertise to address more demanding situations, both from a technical and customer service perspective.
· Technical: Ability to understand all technical components and deliver on technical solutions
Education, Experience and Certification
1. Bachelor’s degree in computer science, IT, or engineering preferred.
2. Overall 12+ yrs experience in customer experience software space
3. Minimum of 4-7 years of experience working with the ServiceNow platform.
4. Proven experience in leading the design, development, and implementation of complex ServiceNow solutions.
5. Technical Skills:
a. Expertise in JavaScript, HTML, CSS, and other web development technologies.
b. Deep understanding of ServiceNow architecture and data model.
c. Advanced experience with ServiceNow integration methods, including REST and SOAP APIs.
d. In-depth knowledge of ITIL processes and best practices.
6. Certifications:
a. ServiceNow Certified System Administrator (CSA) is required.
b. ServiceNow Certified Implementation Specialist (CIS) or ServiceNow Certified Application Developer (CAD) is required.
c. Additional ServiceNow certifications or relevant technical certifications are a plus.
7. Experience with Customer Service Management and CCaaS.
8. Experience with CTI and IVR integrations.
9. Experience with Agile/Scrum methodologies.
10. Familiarity with additional ServiceNow products and modules.
11. Knowledge of cloud platforms and technologies.
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
