Covestic’s innovative process and service-focused solution model offers a perfect complement to progressive on-demand IT Service Management solutions like ServiceNow. To optimize our progressive ServiceNow delivery capability Covestic is looking for high caliber, multidimensional ServiceNow delivery experts with proven skills in assisting organizations in adopting ITSM best practices. Successful candidates will have a blend of expertise as an ITSM/ITIL Process Architecture Design & Implementation Facilitator, a ServiceNow Developer, a ServiceNow Admin and a solution delivery project coordinator. Ideal candidates will have a minimum of two successful ServiceNow implementation engagements, serving in a hands-on solution design & delivery coordination role, with strong customer references. These references serve to validate your ServiceNow skills as well as mastery in customer relationship building while facilitating a change in basic IT management capabilities and processes. You will be working with our clients to coordinate successful adoption of new service management processes, tailored to their specific strengths, opportunities and challenges. This “To-Be” integrated process framework will serve as foundation for ServiceNow tool requirements definition. This role will assist in the design of the ServiceNow solution based on the service-centric and process-focused IT department vision. The resulting process /tool design plan will include a focus on maintaining the critical process interdependencies and process touch points that must exist to support a continually improving, phased process automation / implementation strategy. This role will also be expected to guide the development and delivery of a successful solution implementation plan. The role involves managing a team of both internal experts in the current operations environment and other Covestic team members skilled in translating process requirements into ServiceNow solutions. This job is located in Kirkland Washington. Candidates willing to relocate to the Kirkland/ Seattle area and local candidates preferred, West Coast candidates will also be considered. Travel to client sites will be a requirement for this role. Experience Required: A portfolio of a minimum of two medium to large scale ServiceNow implementations ServiceNow implementation experience to include Incident, Problem, Change Processes and initial CMDB rollout ServiceNow Systems Administration experience Minimum of 3 years’ experience in an ITSM / ITIL Process Design and Process Implementation coordination role ITIL Process implementation experience focused on Incident Management, Problem Management, Change Management and SACM (CMDB) with Service Level Management and/or Service Catalog Management 3 years’ experience documenting tool requirements from ‘To-Be’ processes and assisting the IT organization in comparing various Vendor’s tool products 3 years’ experience in Service Management tool selection, requirements definition and/or implementation experience Excellent Project Management skills and experience with MS Project Excellent interpersonal skills combined with experience establishing and maintaining credibility as an ITSM expert Proven skill in managing culture change resistance ITIL v2 or v3 Foundations Certification ServiceNow Certification Additional Experience Preferred: A bachelor's degree in Computer Science or equivalent work experience ServiceNow / Web Development Experience a significant plus Remedy to ServiceNow migration experience a significant plus V3 ITIL Master See Job Description