NewRocket · 20 hours ago
ServiceNow Practice Strategist – Telecom
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expNewRocket is an Elite ServiceNow Partner with 20 years of experience in enhancing employee and customer experiences through AI-enabled digital workflows. The ServiceNow Practice Strategist will lead the delivery of ServiceNow solutions for large client programs, mentor a team of Software Engineers, and collaborate with various stakeholders to ensure effective implementation of solutions.
Information TechnologyInternetSoftware
Responsibilities
Assist Pre-Sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systems
Serve 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 Practices
Write/estimate Stories, monitor engineers work, and own overall quality and delivery of development; may perform a portion of development on Stories that cannot be delegated
Responsible for demos and delivery of additional documentation, proof of concepts, and knowledge transfer activities for project and crew members
Work collaboratively with Project Manager to monitor for scope creep and resolve critical path technical issues, complex business processes, and escalations from customers
Collaborate with Pre-sales and project managers to ensure solutions are not introducing unnecessary customization and minimize technical debt
Draft 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 budget
Research industry impact and innovative opportunities to propose NewRocket product enhancements
Provide engineers with architectural blueprints/requirements for implementations
Qualification
Required
Deep 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
Experience with TSM, TNI, ITSM, FSM on the ServiceNow Platform, experience with Order Management for Customer Service Management
Passion 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, PowerPoint, Lucidchart)
Adapts quickly in a fast-paced environment!
Proven ability to consult as a key technical resource leading the development and delivery of ServiceNow solutions in client environments
Knowledge of ITIL, minimum Foundation and/or CSDM, Common Service Data Model
Proficient in one of the following product lines: CSM, HR, ITBM, ITOM, Performance Analytics, SecOps, or Software Asset Mgmt
Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
Experience implementing systems using the Agile/Scrum methodology
ServiceNow Certified System Administrator (CSA) required, current or obtain within 6 months
Certified Implementation Specialist (specific domain area) required, current or obtain within 6 months
Preferred
BA/BS degree in Business Administration or technology related field preferred, or equivalent experience
ServiceNow Pre-sales accreditations
ServiceNow Micro-certs, nice to have!
Company
NewRocket
NewRocket is a passionate team of creatives focused on designing extraordinary employee experiences on the ServiceNow platform.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-08-19Acquired
Leadership Team
Joseph Jogmen
Field CTO
Eric Johnson
Chief Financial Officer
Recent News
2025-12-11
2025-08-13
2023-07-18
Company data provided by crunchbase