*To apply, simply click the button below and email us your CV

Find out more about Fusion GBS here, and for more opportunities, take a look at our job listings page.

Solution Consultant - ServiceNow

Location: United States – Remote / Home-based (East Coast preferred)

Travel: As required for customer meetings, workshops, conferences and internal business activities.

About Fusion:

Fusion GBS is a global leader in service management. We support organizations in transforming their operations through data-driven insights, scalable digital solutions, and proven methodologies. With over 25 years of experience, we deliver measurable outcomes across industries and simplify complex challenges to accelerate digital change.

About the role:

The Senior Solution Consultant reports to the Regional Director of Solution Consulting and leads the Solution Consulting work for complex ServiceNow opportunities in the US. The role combines strong platform knowledge, commercial judgment and the ability to engage senior customers to develop practical solutions that meet business needs.

This is a senior, customer-facing individual contributor role with no formal line-management responsibilities. Working with Sales, Professional Services and ServiceNow specialists, the consultant leads discovery demonstrations and value assessments, and develops the solution content for bids, proposals and Statements of work.

The role builds trusted relationships with senior customers, advises on ServiceNow capabilities across ITSM, ITOM and wider enterprise workflows, and explains the benefits and trade-offs of different approaches. It also helps customers plan for adoption and business value, mentors' colleagues and improves Fusion's Solution Consulting materials and methods.

Key Responsibilities:

• Leading Solution Consulting work for complex ServiceNow opportunities, working with Sales to qualify customer needs and shape the proposed solution.

• Running discovery sessions and workshops with business and technical stakeholders to understand their challenges, requirements and desired outcomes.

• Assessing ServiceNow options, explaining their benefits and trade-offs, and recommending practical solutions and phased customer roadmaps.

• Preparing and delivering clear customer presentations, workshops and tailored ServiceNow demonstrations, onsite and remotely.

• Planning and leading ServiceNow Proof of Concept and Proof of Value engagements, with agreed scope, success criteria and measurable outcomes.

• Leading value assessments and business-case discussions, using customer data and Fusion capabilities such as Value Adoption Services and AI Talos where relevant.

• Reviewing RFI, RFP and tender requirements, identifying important functional, technical, security and commercial considerations.

• Taking responsibility for the quality of the proposed ServiceNow solution in major bids, including scope, assumptions, compliance responses and supporting evidence.

• Working with bid leads, ServiceNow specialists and other contributors to prepare clear, accurate and consistent responses.

• Writing and reviewing solution content for proposals and Statements of Work, including scope, dependencies, estimates, risks and acceptance criteria.

• Working with Professional Services to agree delivery approaches, indicative plans, resource needs and effort estimates.

• Shaping solutions that use ServiceNow workflows, integrations, automation and AI capabilities, including Now Assist where appropriate.

• Providing a clear handover to implementation and Managed Services teams, including agreed scope, key assumptions, risks and measures of success.

• Building effective relationships with senior customers, Fusion account teams and ServiceNow specialists to support joint opportunities.

• Mentoring colleagues, reviewing Solution Consulting work and improving reusable demonstrations, proposal content and other team resources

Experience:

• Significant experience in ServiceNow Solution Consulting, presales or enterprise consulting, including independently leading complex customer opportunities.

• Experience working with senior US enterprise stakeholders, leading discovery and helping shape technology investment decisions.

• Experience preparing ServiceNow demonstrations, leading customer workshops and explaining the business case for proposed solutions.

• Experience developing solution content for major RFPs, proposals and Statements of Work, and supporting estimates and Proof of Value engagements.

• Deep practical expertise in at least one ServiceNow area, preferably ITSM or ITOM, with a good understanding of related platform capabilities.

• Experience using business analysis, solution development, technical configuration or project delivery approaches in customer engagements.

Knowledge:

• Good understanding of enterprise IT and support operations in mid-sized and large US organizations

• Understanding of ITIL practices and how people, processes, technology and data contribute to effective service management.

• Knowledge of ServiceNow ITSM, ITOM, CMDB/CSDM, Discovery, service catalog, workflows and automation.

• Understanding of ServiceNow platform architecture, licensing, integrations and relevant product capabilities.

• Knowledge of APIs, Integration Hub, identity management, data flows and common enterprise integrations.

Skills:

• Effective consultative skills and commercial judgment, with the ability to recommend solutions that meet customer needs and deliver clear business value.

• Excellent presentation and writing skills, with the ability to communicate clearly with senior business and technical audiences.

• Ability to explain the value of Fusion's ServiceNow services, Value Adoption Services and AI Talos in terms relevant to each customer.

• Excellent listening, analytical and problem-solving skills, with the ability to turn complex requirements into a clear solution.

• Ability to prepare and deliver effective demonstrations, proposals, bid responses and Statements of Work to agreed deadlines.

• Ability to engage effectively with senior executives, technical decision-makers and procurement teams, including when challenging assumptions.

• Ability to identify technical, security, commercial and delivery risks, explain their impact and recommend practical mitigations.

• Ability to build trusted customer relationships through sound advice, professionalism and ServiceNow expertise.

• Ability to work effectively with Sales, Professional Services, Managed Services and offering teams.

• Ability to work with ServiceNow account executives, solution consultants, technical specialists and partner representatives on joint opportunities.

• Commitment to keeping ServiceNow knowledge current and sharing useful methods, reusable assets and lessons with colleagues.

• Strong organization and flexibility, with the ability to manage several priorities across different teams and time zones.

• ServiceNow Certified System Administrator (CSA) certification is expected, or equivalent experience with a commitment to certify. Relevant Certified Implementation Specialist (CIS) certification is strongly preferred; ITIL certification is an advantage.

• Fluent English and the ability to work effectively with US customers and colleagues across time zones.

Qualifications:

• Degree, associate degree, relevant technical qualification or equivalent professional experience.

Fusion GBS is an equal-opportunity employer. We welcome applicants of all genders, backgrounds, identities, and experiences.

*To apply, simply click the button below and email us your CV

Find out more about Fusion GBS here, and for more opportunities, take a look at our job listings page.