Swisscom seeks a Senior ServiceNow Business Consultant in Geneva to manage enterprise client relationships, drive platform adoption, and deliver scalable solutions. The role requires deep ServiceNow expertise and experience in consulting or customer success, with a hybrid work model and opportunities for professional growth.
This position focuses on building and expanding relationships with existing enterprise clients, serving as their trusted advisor on the ServiceNow platform. The consultant will leverage deep platform knowledge to turn complex business challenges into effective, scalable solutions, ensuring client satisfaction and long-term engagement.
Responsibilities
- Act as the main contact for a group of enterprise clients, guiding them on platform maturity, scalability, and stability to boost satisfaction and adoption.
- Run regular business reviews, roadmap sessions, and health checks to spot growth opportunities and reduce churn risks.
- Guide clients on ServiceNow best practices, new module features, and upcoming releases aligned with their business goals.
- Turn client needs into clear functional specifications, collaborating with architects and developers.
- Lead discovery and process design sessions; document future processes and align them with ServiceNow capabilities.
- Support delivery teams with enhancements, configuration updates, and new module rollouts in client environments.
- Handle escalations by coordinating cross-functional resolution with technical teams.
- Work with sales to identify and qualify upsell and cross-sell opportunities within existing accounts, addressing both platform and organizational needs.
Requirements
- At least 4–6 years of experience using the ServiceNow platform in consulting, advisory, or customer success roles.
- Strong knowledge of core ServiceNow modules: ITSM, ITOM, ITAM, CSM, and/or SPM.
- Experience managing enterprise-level customer accounts or stakeholder relationships.
- Ability to lead workshops and discussions with both technical and non-technical audiences.
- Strong analytical and problem-solving skills with a structured, detail-oriented approach.
- Excellent communication and consulting abilities to engage both business and technical stakeholders.
- Self-motivated, customer-focused, and capable of working independently and collaboratively.
Nice to have
- ITIL Certification (Foundation or higher) and ServiceNow certifications (CSA, CIS, or higher) are advantageous.
What the company offers
- Work from one of Swisscom’s Swiss offices or from home in a hybrid setup.
- Engage with agile methodologies and cutting-edge technologies.
- Flexible working hours to suit personal needs.
- A pleasant and supportive work environment.
- Financial benefits.
- Opportunities for professional development.
About the company
Swisscom provides a positive work environment, financial benefits, and pathways for career growth, supporting employees in their professional development.
- Pleasant working environment
- Financial benefits
- Opportunities for professional development
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