About Us: CRN Magazine Fast50 Ranking 2017-2019 Asia Pacific & Japan Service Now Elite Partner of the Year 2023 WFH & Office Flexible Arrangement Work from ANYWHERE in the World 8 Weeks Per Year An Australian-born company, we have over 400 dedicated staff across Australia, India, Singapore, Hong Kong, and the Philippines.
A multi-award-winning business, we are proud to have been recognized as the Asia Pacific & Japan, Service Now Elite partner of the year in 2019, 2020, and 2021.
Our success comes from our people-first culture.
That means we value trust-based and caring leadership, a supportive learning environment, continuous innovation, and giving you opportunities to do things you've never done before.
Role Summary: To be a high-performing CASE Lead helping customers maximize the value of their Service Now platform, accelerate adoption, support them on a successful journey, and contribute to achieving overall practice goals.
You will be responsible for providing world-class business and technical advisory, driving new opportunities, assisting with sales and presales, achieving gross profit targets, and contributing to the company's culture and operational efficiency.
Main Responsibilities: Leading the customer with world-class business/technical advisory and ensuring that the tools made available are utilized appropriately to maximize the probability of renewals (i.e., Account Plan, Entitlements, QBR/CSAT, Value Realisation, Account 360).
Proactively driving new opportunities on CASE Accounts to identify at least $1 of opportunities for every $1 the customer has spent on CASE (e.g., $100 K customer $100 K of additional opportunities excluding renewals).
Assisting Sales and Presales to proactively grow the list of active CASE customers through the acquisition of new logos.
Achieving Gross Profit (GP) target on each CASE Contract.
Achieving ongoing operational efficiencies.
Contributing to the growth of company culture and ways of working.
Maintaining an active Career Development Plan with career, training, and certification goals achieved on time.
Mandatory Experience: Self-motivation to proactively utilize Service Now and Enable training tools with a can-do attitude, to embrace the opportunities that arise when working for a dynamically growing organization.
Demonstrated effective interpersonal communication and negotiation skills.
A clear understanding of ITIL Service Management practices with a specific focus on Incident, Change, and Problem Management.
Experience in providing application support in Service Now.
Experience in prioritizing competing demands and achieving results with a customer-focused approach.
Desired Experience & Knowledge / Other Relevant Information: 7+ years of successful Service Now support/delivery.
General understanding of Service Now licensing.
Understanding of, and ability to adapt to, both Waterfall and Agile project methodologies.
Additional Service Now Certifications or Accreditations.
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