GN - SONG - Service - ServiceNow - Senior Manager

The Strategy & Consulting Global Network Song Practice | Experience- ServiceNow

Join our team of GN SONG consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change.

Practice:GN SONG

Areas of Work:Business Analyst/Functional Consultant- ServiceNow

Level:Senior Manager

Location:Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad

Years of Exp:15+ years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consultings Global Network SONG practice.

The practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Marketing Transformation, Commerce & Sales and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following:

Management Consulting:Management consulting and business experience, with a strong focus on digital transformation, process re-engineering and service experience design.

Project Management: Solid project/program management skills with the ability to communicate program progress, call out and manage risks in a clear and timely manner.

Stakeholder Management: Develop and implement strategic plans, business models, and growth strategies that align with the clients vision and objectives. Stakeholder management across levels of seniority, technical aspects of delivery, team management (coaching, mentoring). Generate and present reports, findings, and recommendations to stakeholders and senior management in a clear and understandable manner.

Requirements Gathering: Collaborate with stakeholders to understand their business needs and objectives. Elicit, document, and analyze business requirements and processes.

Process Mapping: Create detailed process maps and workflows to illustrate current and future state processes. Identify bottlenecks and areas for optimization. Prepare clear and concise documentation, including business requirements documents, use cases, and user stories.

Solution Design: Work with cross-functional teams to design and propose solutions, including software enhancements, process improvements, and organizational changes.

Process Optimization: Identify transformation opportunities in the existing processes and implement initiatives to address those opportunities to drive business outcomes.

Data Analysis: Analyze data and financial information to provide insights and recommendations for improving business performance.

Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.

Participate in practice-specific initiatives including creating points of view, creating reusable assets on CRM/contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.

Continuous Improvement: Stay updated on industry trends, best practices, and emerging technologies to enhance your consulting skills and contribute to the growth of the firm.

Qualifications

Bring your best skills forward to excel at the role:

Understanding of ServiceNow and ecosystem technology landscape

Experience with ServiceNow modules such as ITSM, ITOM, ITBM, or CSM.

Deep industry/domain knowledge (FS / PRD / CMT / RES / H&PS)

CRM knowledge / Salesforce / MS experience good to have

ServiceNow Certified System Administrator (CSA) certification is preferred.

Ability to design Business case/Value case for solutions/assets in focus

Understanding of customer journey, touchpoints & channel strategy

Excellent analytical and problem-solving skills, clarity of thought and structured thinking, ability to deal with ambiguity, and ability to drive business outcomes driven by data.

A general orientation towards leveraging complex technology capabilities to solving business and process/operational problems preferred.

Strong communication (verbal and written) and interpersonal skills.

Highly motivated and energetic with a strong sense of ownership of projects and their outcomes, and the ability to operate independently with minimal supervision.

Familiarity with, or prior experience in working with global companies is required, especially working with teams across geographies and time zones.

Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs.

Ability to articulate the business value of recommendations/plans/strategies.

Familiarity with project management methodologies (e.g., Agile, Waterfall).

Read about us
Your experience counts!

MBA from a tier 1 institute

15+ years of experience in Enterprise transformation platforms / CRM platforms / Digital transformation / Experience design / Business analysis including understanding of Marketing or Sales or Service as a function

Must have strong business & data analytics/ excel skills and excellent communication and presentation skills.

Basic understanding of SQL, MS office and knowledge of visualization tools like Tableau & Power BI is preferred.