Job Description What you get to do in this role: Be the focal point of contact & coordination for customer programs & events with Product Success, including customer onboarding/closed loop tracking for customer programs Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. Develop, prepare, and nurture customers for advocacy. Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. Advocate customer needs/issues cross-departmentally. Prioritizing and driving resolution on escalated customer issues. Demonstrate competency in the ServiceNow IT Asset Management product suite Advise customers in their efforts to take advantage of the ServiceNow ITOM and IT Asset Management Solution’s standard capabilities in their efforts to improve their IT processes Lead customer design workshops focused on ServiceNow Platform, ITOM and IT Asset Management Solution technology Guides and provides ad-hoc oversight/training Advise on development/develop required portal components and other platform related items to operationalize ServiceNow ITAM solutions. Prepare customer-facing deliverables focused on the maturity of the customers technical and process. Juggle multiple and complex projects/initiatives Provide feedback on best practices and delivery/engagement materials on Now create. A deep sense of empathy for the customer and genuine passion in helping them succeed. Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues. Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems. Solid experience in requirements gathering, including experience in creating process mapping documentation. Responsible for creating innovative solutions leveraging ServiceNow’s ITAM (Software Asset Management, Hardware Asset Management, Cloud Insights) Solutions Mentor field resources in implementation methodology, configuration, and best practices for ITAM applications. Respond to customer questions relating to ServiceNow ITAM & ITOM products. This role is pivotal in providing our growing customer base, with lessons learned, strategies, and advice to enhance real world security operations. Help develop programs that enable ecosystem on ITAM on the ServiceNow platform Collaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address Federal customer needs Share best practices and known solutions with other internal teams, community, and customers to help promote faster time to value for customers. Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors. Be a product evangelist, supporting at scale events such as user conferences, trade shows, webinars, etc. Discuss 1:1 or 1: many on the art of the possible with ServiceNow ITAM and ITOM solutions referencing success stories/anecdotal data.
