ServiceNow Service Advancement Manager (SAM)

We Believe in Better!

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!

Learn more about Unisys and our key solution offerings: Unisys, Stealth™, CloudForte®, InteliServe™

What success looks like in this role:

The IT Specialist 2 role - known functionally as a ServiceNow Service Advancement Manager (SAM) - will provide support and guidance to Unisys clients to optimize process and technology enablement via the ServiceNow platform. The SAM will manage/direct activities of the IT Management Platforms Engineering Pod, and act as a liaison to the Accounts and their Executive Sponsors. This is coupled with providing guidance on functional and technical areas of the business, and understanding how components fit together and interact (IT and the Business, Strategy and Operations).

SAMs maintain currency in industry best practices, and emerging trends, utilizing advanced skills in recommending solutions to business problems. Primarily billable/direct client chargeable employees are to be placed in this role. Works within and across practices and organizations to provide leading-edge technology or application solutions that result in profitable revenue growth for Unisys, where the focus is on development and delivery. Develops, implements and supports integrated solutions for client engagements.

A SAM demonstrates extensive knowledge of industry, technology and strategy trends and uses this knowledge to generate profitable revenue growth for Unisys. Builds relationships with product development organizations and is recognized by these organizations as a key product champion who adds value through exposure to client situations. Interfaces extensively with the client’s senior management team (e.g., IT Directors; LOB Leaders) on business, systems, engineering and technical issues. Provides mentoring and team leadership to development engineers and system administrators. Reviews the integrated technology requirements project plan. Integrates complex solutions into new or existing client environments. May provide sales and/or proposal support as requested, prepares packaged presentations, and conducts demonstrations. Uses advanced diagnostic analytical development capabilities. Ensures that the best solution is provided to the customer (e.g., completes solution integrity engineering and development attributes).

Business Development:

• Leverages “technical/subject matter” expertise to support business development through identifying, qualifying, and developing new opportunities and/or participating in the development of proposals for new opportunities.
• Recognized within the division and project teams as an expert in technology/SME disciplines and is sufficiently knowledgeable to make implementation decisions.
• Develops solutions and estimates that are correct, viable, and accurate for technology projects.
• Develops designs of proposed solutions by leveraging current industry, technical knowledge and/or enterprise IT knowledge to identify and integrate components, products, and tools in support of new business development.

Service Delivery:

• Demonstrates in-depth knowledge and leadership in one or more IT disciplines to include knowledge of industry standard, trends, and products. Applies this this knowledge to support the design/delivery of innovative solutions that meet customer requirements.
• Interfaces and communicates with senior send mid-level client leadership that may include technical presentations, in their area of expertise.
• Demonstrates proficiency and leadership in solution architecture, design, development, test, configuration, deployment, and maintenance as it relates to their area of expertise (e.g., software, infrastructure, and training).
• Reviews project artifacts and may provide an approval function for solution artifacts and plans.
• May provide technical oversight of projects or proposals for validity and completeness.
• Establishes and maintains productive working relationships with Unisys third party companies and within the division to facilitate the exchange of information and application of best practices to client solutions. Freely shares expertise and knowledge with peers within the division.
• Promotes Unisys and one's own capabilities by networking with peers in other companies.
• Participates in at least one professional organizations and/or user groups.
• Is responsible for the successful delivery of solutions as it relates to their area of expertise. Ensures that all implementation artifacts and deliverables are developed to the highest quality standards.
• Takes responsibility for the integrity and delivery of the larger solution.
• Keep abreast of information technology and applied research trends and developments and incorporate them into assignments where appropriate.
• Supports the generation of systems software information technology policies, standards and procedures.

People Management:

• May provide formal management of a team of technologists, manage performance feedback, and provide training and professional development opportunities to help individuals reach their full potential.
• May lead teams by assigning and reviewing tasks
• Serves as the technology mentor for practitioners across the project teams and division
• May monitor the performance of internal and external service providers and/or sub-contractors in order to ensure the awareness or requirements, adherence to project quality, and timely implementation of deliverable

You will be successful in this role if you have:

• Bachelor's degree and a minimum of 10 years’ experience in one or more technical disciplines; or equivalent
• Multiple industry certifications in their area of expertise (i.e., ServiceNow Certified System Administrator is a minimum requirement; ServiceNow CIS-ITSM, CIS-ITOM, CIS-SIR, etc. are a plus); ITIL; etc.

Prior work experience should include:

• Proposing opportunities for follow-on business and supporting new business development
• Exposure to clients across a variety of industries and domains
• Interaction with mid-level and senior client leadership
• Contributing to multi-disciplined project teams to design, develop, deliver, and maintain technical solutions that meet client requirements.
• Knowledge and proficiency in solution implementation techniques within their area of expertise
• Experience in several of project related roles such as implementer, integrator, test analyst, system administrator, tool specialist, support engineer, team leader or architect