Service Now Support

hace 2 semanas

San José, San José, Costa Rica DXC Technology A tiempo completo
Provide technology consulting to external customers and internal project teams.

Responsible for providing technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers' business needs and, consequently, for understanding customers' businesses.

As trusted advisor create and maintain effective customer relationships so as to insure customer satisfaction. Maintain knowledge of leading edge technologies and industry/market domain knowledge.

Actively contribute to the company's solutions portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer projects.

Shape technical direction and technical strategies within the organization and for external customers.

Accountable for consistent and significant chargeability levels (or expense relief for internal project teams) and for assisting in meeting or exceeding revenue and customer satisfaction goals.

Contribute to organization's profitability by generating and cultivating new business opportunities and by providing technical support for deal proposal development.


_ Responsibilities:
_

  • Responsible for verifying and implementing the detailed technical design solution to the problem as identified by the Project/Technical Manager.
  • Often responsible for providing a detailed technical design for enterprise solutions.
  • Is often the Principal Consultant who analyzes and develops enterprise technology solutions.
  • Regularly leads in the technical assessment and delivery of specific technical solutions to the customer. Provides a team structure conducive to high performance, and manages the team lifecycle stages.
  • Provides advanced technical consulting and advice to others on proposal efforts, solution design, system management, tuning and modification of solutions.
  • Provides input to the company strategy moving forward.
  • Collects and determines data from appropriate sources to assist in determining customer needs and requirements.
  • Responds to requests for technical information from customers.
  • Develops customer technology solutions using various industry products and technologies.
  • Owns and manages knowledge sharing within a community (e.g. team, practice, or project). Ensures team members support knowledge sharing and reuse requirements of project. Contributes significant knowledge to job family community.
  • Proactively encourages membership and contributions of others to professional community and coaches others in area of expertise. Regularly produces internally published material such as knowledge briefs, service delivery kit components and modules, etc. Presents at multicustomer technology conferences.
  • Creates and supports sales activities. Manages bids, or major input into the sales lifecycle. Manages activities and provides qualitative and quantitative information for successful sales. Produces complete proposals for smaller engagements within area of expertise. Actively grows the company portfolio with existing customers through new opportunities and change management.

_ Education and Experience Required:
_

  • 8+ years of professional experience and a Bachelor of Arts/Science or equivalent degree in computer science or related area of study; without a degree, three additional years of relevant professional experience (11+ years in total).

_ Knowledge and Skills:
_

  • Has sufficient depth and breadth of technical knowledge to design and scope multiple deliverables across a number of technologies.
  • Has demonstrated innovation and communication of new deliverables and offerings.
  • Has led team in the delivery of multiple deliverables across multiple technologies.
  • Ability to develop solutions that enhance the availability, performance, maintainability and agility of a particular customer's enterprise.
  • Ability to reuse existing experience to develop new solutions to take to market.
  • Possesses an understanding, at a detailed level, of architectural dependencies of technologies in use in the customer's IT environment.
  • Able to communicate with internal and external senior management confidently and demonstrate the professionalism of the job family.
  • Ability to work in a multi
- technology environment with the ability to diagnose complex technical problems to their root cause. In addition to troubleshooting skills and consulting skills, has ability to summarise prognosis and impact at practice lead level. Ability to adapt a consulting style appropriate to the situation and can identify up-sell opportunities.

  • Be able to demonstrate a broad understanding of market dynamics, an industry area, commercial issues, and technical concerns whilst maintaining depth in core focus area.
  • Ability to present within own area of expertise as part of a customer sales presentation, putting forward domainspecific information within the context of the company sales campaign. Has demonstrated ability to lead others in the gathe

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