Samsung SDS America - Ridgefield Park, NJ
posted 2 days ago
About the position
Samsung SDS America is looking for a Servicenow Implementation Manager. This role falls under the team of Zero Touch Mobility (ZTM); a solution provided by Samsung SDSA in collaboration with Service Now. ZTM provides an automation for the entire lifecycle of corporate mobile devices and makes mobility management effortless. As part of our commitment to delivering exceptional service, we are seeking a highly skilled Implementation and Partner Enablement Manager to manage and oversee the onboarding and support processes for our implementation partners and sub-contractors as well as the delivery of implementation project through those partners. The Implementation Partner Enablement and Support Manager will be responsible for owning the delivery process of the ZTM application to end-customers and Managed Service Providers (MSPs). The role demands a deep understanding of ServiceNow implementations, strong leadership capabilities, and the ability to work collaboratively with various stakeholders.
Responsibilities
- Own and oversee the comprehensive process of providing ZTM to end-users and MSPs, acting as an expert in the installation, setup, and customization of ZTM with support from the product development team
- Continually refine the process by capturing knowledge from past implementations
- Create and maintain detailed documentation for implementation partners, working closely with the product development team
- Provide feedback to the product team to enhance the implementation of ZTM
- Technically onboard and provide support to implementation partners throughout the entire project cycle
- Install, set up ZTM in partners' ServiceNow sandbox environments and provide an overview of the product as part of the onboarding process
- Support the technical training sessions conducted by the technical trainer
- Provide expert advice to implementation partners, including architectural assessments and best practice suggestions
- Identify and mitigate potential risks to guarantee successful project outcomes
- Provide support to managed service providers who have installed ZTM on their own ServiceNow instance
- Participate actively as a technical specialist in executing ZTM implementations when outsourced to third-party contractors
- Collaborate closely with the scope implementation team to guarantee alignment with project objectives and standards
- Assist the pre-sales technical team and the PMO team in defining and accomplishing ZTM implementation projects
Requirements
- Deep understanding of ServiceNow implementations
- Strong leadership capabilities
- Ability to work collaboratively with various stakeholders
