ServiceNow Practice Strategist – Telecom

ServiceNow Practice Strategist -TelecomWhy UsNewRocket brings 20 years of advising and supporting clients in designing, implementing, and managing AI-enabled digital workflows to improve employee and customer experiences. An Elite ServiceNow Partner and ServiceNow Global Partner Award Winner, the Company has completed over 3,000 projects across nine industry specializations. NewRocket Goes Beyond Workflows™ to help clients transform their enterprise into a place where employees flourish, customers thrive, and people matter. With thousands of ServiceNow certifications, NewRocket's business strategists take a holistic, strategic approach to optimize the ServiceNow platform and help clients solve industry-specific challenges.NewRocket has been awardedthe “2024 BEST Award”, “2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF)”, “2023 ServiceNow Worldwide Customer Workflow Partner of the Year” and “2023 ServiceNow Creator Workflow Partner of the Year”. We are #GoingBeyond Our Approach to WorkAt NewRocket, people are not just the backbone; they're the heartbeat. We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table. Here, it's not just about a job; it's about fostering a healthy work-life balance, creating a culture that thrives on collaboration and innovation, and supporting professional growth for individuals and teams.We believe in creating meaningful experiences, not just for our clients but for every member of our crew. Your voice matters, your growth matters, and you matter. Join us for a journey where your uniqueness is not only recognized but celebrated, and together, let's create something extraordinary!Come join our Crew!The RoleAs a ServiceNow Practice Strategist, you will be responsible for leading the successful delivery of ServiceNow solutions and services, for large client programs. The Practice Strategist is responsible for leading and mentoring a team of Software Engineers on projects and aligning project tasks to engineers’ skill set. As a Solution Architect, you will be responsible for hosting workshops, architecting, designing, and implementing solutions on the ServiceNow platform. The Practice Strategist will provide technical pre-sales support and input regarding solutions, structure, and growth for complex professional services projects. The candidate will join an existing team working within the US and Canada.Your ImpactAssist Pre-Sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systemsServe as primary technical point-of-contact for projects and as the face of the engineering team to the customer Define, at an architectural and design level of detail, technical solutions aligned with the client’s business problems and ServiceNow Implementation Best PracticesWrite/estimate Stories, monitor engineers work, and own overall quality and delivery of development; may perform a portion of development on Stories that cannot be delegatedResponsible for demos and delivery of additional documentation, proof of concepts, and knowledge transfer activities for project and crew membersWork collaboratively with Project Manager to monitor for scope creep and resolve critical path technical issues, complex business processes, and escalations from customersCollaborate with Pre-sales and project managers to ensure solutions are not introducing unnecessary customization and minimize technical debtDraft and publish to company repository technical and process documentation.Prepare and facilitate customer workshops to capture and define customer’s requirements.Collaborate with Pre-Sales team and Delivery Organization on creating plans that drives results based on the customers’ requirements and budgetResearch industry impact and innovative opportunities to propose NewRocket product enhancements.Provide engineers with architectural blueprints/requirements for implementations Your ExperienceDeep understanding of Telecom systems, processes and industry standards and practices.8-12 years’ experience at a SaaS, PaaS, or Enterprise Software Development Company.3+ Years of ServiceNow Platform Experience with an in-depth understanding of ServiceNow architecture.Deep experience with TSM, TNI, ITSM, FSM on the ServiceNow Platform, experience with Order Management for Customer Service ManagementPassion in engineering science and technology. Applying principles, techniques, procedures, and equipment to the design and production of managed services.Collaboration with customers is something you love to do! Including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.Strong problem-solving skills and the ability to simplify complex situations.Fundamental understanding of the CSM data model (Accounts, Contacts, Cases, Entitlements, etc.).Experience with documentation software (e.g., Microsoft Word, Excel,