Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive – in our offices or yours.
Role Description
Install and configure ServiceNow integration functionality for both provider and consumer environments.
Set up vendor catalog items, mappings, and data transformations.
Configure remote tasks for bi-directional synchronization.
Apply and maintain the customer onboarding playbook, including associated workflows.
Validate User Acceptance Testing (UAT) scenarios and baseline functionality.
Support customer testers and provide instructions and workflow guidance.
Troubleshoot UAT issues and triage with internal teams as needed.
Ensure UAT environment readiness and confirm acceptance criteria.
Build and update test plans and test suites for ongoing development and deployments.
Support regression testing during upgrades.
Reduce manual test effort through automation coverage.
Act as a ServiceNow SME on deployed Technology Provider Service Management (TPSM), functionality to advise on expected solution behaviors and best practices.
Execute onboarding playbooks and associated workflows.
Guide customers through testing, including test scenario validation and workflow navigation.
Behaviors and Competencies
Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.
Adaptability: Can proactively adapt to challenging situations, anticipate changes, and make modifications to meet the demands of changing circumstances.
Collaboration: Can proactively seek out diverse perspectives, facilitate open communication among team members, and drive toward consensus and action.
Presenting: Can design and deliver engaging presentations, adapting the content and style to suit the audience, context, and medium.
Interpersonal Skills: Can communicate effectively, build relationships, resolve conflicts, and influence others in significant situations.
Willingness to Learn: Can regularly integrate new skills and knowledge into daily work and is open to feedback and making changes accordingly.
Time Management: Can consistently use time effectively, balance multiple tasks, and meet deadlines.
Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.
Analytical Thinking: Can synthesize complex data, identify patterns, draw insights, and present findings clearly and understandably.
Initiative: Can proactively seek out challenges, initiate projects, and contribute to innovative ideas.
Skill Level Requirements
Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels. - Intermediate
Comprehensive understanding of the IT lifecycle to ensure efficient management and optimization of resources. - Intermediate
The ability to understand customer needs, provide tailored solutions, and build strong, long-term customer relationships through a consultative approach. - Intermediate
Demonstrated deep technical knowledge and proficiency in multiple technology areas to provide expert guidance and solutions. - Intermediate
Knowledge in managing and optimizing Microsoft volume licensing agreements and operations to ensure compliance, cost-effectiveness, and alignment with organizational needs. - Intermediate
Other Requirements
3-5 years of experience supporting ServiceNow or similar CSM and ITSM environments.
Hands on ServiceNow experience, especially with ServiceNow playbooks, integrations, process mapping, workflows, and catalog configuration.
Experience supporting UAT, troubleshooting issues, and working with customers.
Strong skills with Automated Test Framework (ATF) and test automation.
Excellent communication and problem-solving abilities.
Preferred Requirements
ServiceNow certifications (CSA, CIS-ITSM, Micro-Certification-Integration Hub, etc.)
Experience implementing, customizing, and supporting ServiceNow modules and features such as Integration Hub, Flow Designer, and cross-instance integrations
Consulting or customer-facing experience deploying complex multi-platform solutions
The estimated annual pay range for this position is $100,000 - $170,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
Top Skills
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