Assist the sales personnel in the qualification of customer needs and performing pre demo needs analysis;Respond to Request for Information/Proposal documents; Effectively guide customers to align their ServiceNow program to their business objectives;Collaborate and contribute to the creation, deployment and maintenance of Technical Best Practices and Standards;Remain knowledgeable of current technologies and carries out research to identify new trends that can be used to achieve maximum results;Contribute to the continual improvement of Delivery and Advisory Services processes as well as the maturing of the different; portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements;

Provide consultancy to help ensure that clients get the maximum benefit from their ICT investment, advising on all aspects of IT Service Management practices within ServiceNow Platform, based on Capgemini, best practices, ISO compliance, and industry standards.Work as part of ITSM/ServiceNow Advisory team to develop solution designs integrating features essential to ServiceNow technologies, processes, and requirements.Analyze customer requirements, translate goals to outcomes into a customer roadmap, crafting high quality, formal deliverables for product adoption, to ensure successful ServiceNow implementations.Conduct solutions presentations and obtain customer acceptance to solution design.Work with cross functional teams, clients, Account Managers, ServiceNow architects and developers, to provide IT Service Management expertise using established frameworks, such as the Information Technology Infrastructure Library (ITIL).

 Service Management Consultant Exposure:Engaged in consultancy projects: design, develop and implement effective and efficient ITSM processes, conduct research and perform analysis on client's data.Recommend improvement actions on processes and outline the necessary implementation plan together with the involved account stakeholders.Gather necessary feedback to consider lessons learnt for future projects and improve various aspects of the work. ServiceNow Business Analyst / Product Owner - Domain Separation Project & New Instance ProjectConduct functional training and awareness sessions on ServiceNow processes to both customers' and internal teams.Collaborate effectively with cross-functional Agile teams, including developers, testers, and business stakeholders.Gather stakeholders’ demands and expectations on the processes and tools’ functionalities.Redesign new processes and process flows so that they are aligned with the (new) industry best practices and ServiceNow’s performance.Create business requirements and discuss on technical requirements with the ServiceNow team, participate in the development and processing of Agile User Stories.Participate in the QA (Testing) lifecycle to validate solution has met requirements as documented and providing feedback on testing results. Detect bugs and suggest enhancements in ServiceNow.

Process Manager in charge with the following Processes:Change ManagementProblem ManagementCSI

Process Manager in charge with different ITIL processes:Change ManagementService Delivery Support for ChangeAudit Responsible for Change ManagementCapacity and Availability ManagementAsset and Configuration Management

1st and 2nd level support for Incident and Major Incident processesCustomer Satisfaction Surveys ResponsibleQuality Assurance as a Coach for the EMEA TeamsITSM tool experience (BMC Remedy) & ITSM TrainerTransition and Transformation Specialist: eCall Mercedes Benz Project