This position is an exciting opportunity with a growing Global Delivery team. Black Box Network Services is a leading communications system integrator dedicated to designing, sourcing, implementing, and maintaining today's complex communications solutions. This position is responsible for working as a single point of contact for all ServiceNow functionality enhancements, new version Releases, and making recommendations on ServiceNow best practices based on market standard,s etcThe typical responsibilities for this position include but are not limited to:
Working closely with the business owners and enterprise architects to design and document highly effective and efficient solutions to business requests
Understanding of Service Operations to help identify pain points and bottlenecks. Architect, Digital and workflow solutions in ServiceNow to alleviate pain points and bottlenecks and increase efficiency.
Help the Services Organization leverage the investment in ServiceNow and other tools
Work with the ServiceNow Development team on the overall architect and vision for the platform
Elicit, document, and refine business requirements for the IT organization
Serve as a liaison across multiple facets of the business community and the IT organization in order to provide technical solutions to meet user needs
Leverage an informed knowledge of business areas to identify and/or resolve problems on an ongoing basis that help to support Black Box and its business initiatives both domestically and internationally
Define and document business, and non-functional requirements using appropriate documentation techniques to describe statements of the goals, objectives, or needs of a particular stakeholder or group of stakeholders
Translate high-level business requirements into specifications for the Application Support organization and manage changes to such specifications
Improve systems by studying current practices and designing modifications
Obtain consensus by facilitating communication between business unit(s) and IT from initial requirements to final implementation.
Provide input to estimates, identify project milestones, and phases, and establish budgets.
Communicate estimate, actual and remaining hours analysis results to Application Support management to aid in maintaining effective SLA's.
Recommend controls by identifying problems and writing improved procedures
Maintain communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested.
Must be able to work independently as well as collaborate with a larger group of business analysts.
Support the application solutions post-implementation as well as providing references for users by writing and maintaining user documentation; providing help desk support and training users
Provide education workshops on existing/new functionality to keep users engaged and constantly streamlining and improving processes and the systems
Be willing to work in an environment that promotes new ideas, "thinks outside the box" and strives for excellence and enjoyment in providing all aspects of application solutions to the business
Qualifications and Education Requirements
BS in a business applicable area of study
Preferred Pre Sales, Solutions Architect experience in the IT Services & Field Services vertical.
Work history exemplifying the responsibilities of this position entails
Experience coordinating priority, schedule, and delivery of work from various outside consultants
Experience with various aspects of an organization including SOP, Project Management and Costing, Service Delivery, Contract Management, Inventory, and Finance (GL, AP, AR, and Reporting)
Excellent communication skills including working with users to understand functional requirements or troubleshoot issues
Ability to understand and contribute to functional requirements as well as ability to communicate changes at a functional level and with varying levels within the organization.
Ability to articulate through understanding a solid knowledge of SDLC and functional process design
Ability to prioritize projects, maintain timelines and provide an appropriate level of service to the business
Willingness to learn and at times share with/train other members of the IT team
Profound knowledge Of ServiceNow with a good understanding of the ServiceNow Solutions, workflow, and product portfolio
Should be able to engage the stakeholders globally and transform stakeholder requirements in high-level designs
Should be able to make a proactive recommendation on SN functionalities
Should be able to add value to the existing SN-related processes
Experience with IT solution deployments both domestically and internationally
Now more than ever, businesses rely on Black Box to deliver products that make working remotely or in expanded workspaces secure, simple, and safe.
For over forty years, Black Box has been a world-leading provider of premier IT infrastructure solutions. Today, we continue to design and manufacture award-winning products for Pro AV, KVM, cabling and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. Our solutions are used every day in government, education, commercial enterprises and any other organization that requires the utmost quality and performance from their IT infrastructure.
On top of creating industry-leading products, Black Box demonstrates every day a complete commitment to providing our customers with the best technical support and service in the industry. Our award-winning, dedicated support staff works around the clock to ensure our customers’ systems are always up and running optimally. They are truly as important to the successful IT, communications and business operations of our customers as the powerful products and solutions we deliver. WE ARE HIRING!