ServiceNow Consultant

Senior ServiceNow Consultant role at Swisscom in Zürich, focusing on solution design, implementation, and customer collaboration in a hybrid setup.

The company seeks a Senior ServiceNow Consultant to guide customers through digital transformation by designing and implementing ServiceNow solutions. This position involves translating business needs into technical strategies, leading project phases, and facilitating workshops to ensure effective process automation and system integration.

Responsibilities

• Lead consulting and implementation efforts for complex ServiceNow initiatives across IT Service Management, Customer Service Management, and related modules.
• Manage requirements gathering, solution architecture, and cross-functional coordination with internal business units.
• Leverage modern ServiceNow features, including automation and AI, to create efficient workflows.
• Integrate quickly into active customer projects while assuming significant ownership and accountability.
• Partner with Swisscom B2B clients, development squads, operations teams, and Product Owners to deliver viable solutions.

Requirements

• Proven track record in ServiceNow projects, including configuration, implementation, and rollout for demanding clients.
• Holding CSA, CAD, and at least one CIS certification (ITSM or CSM preferred; ITOM is advantageous).
• Experience facilitating customer workshops, defining user stories, crafting solution designs, and addressing architectural challenges in agile settings.
• University degree in Computer Science, Business Informatics, or equivalent.
• Fluency in both German and English, written and spoken.
• Ability to analyze complex interrelationships, structure information, and derive actionable steps.
• Strong customer-facing skills with a willingness to take ownership and collaborate across teams.
• Capacity to maintain composure under tight deadlines, prioritize effectively, and accelerate project progress.

Nice to have

• Additional specialization in IT Operations Management.

What the company offers

• Option to work from Swisscom offices across Switzerland or remotely from home.
• Exposure to agile methodologies and cutting-edge technologies.
• Flexible working hours tailored to individual schedules.
• A range of attractive benefits designed to enhance the work experience.
• A supportive work environment, financial perks, and opportunities for professional growth.

About the company

Swisscom fosters a culture centered on open exchange, accountability, and continuous professional development. The organization encourages collaboration and shared responsibility among its teams to drive innovation and maintain high standards in service delivery.

• Promotes open exchange and shared accountability.
• Focuses on continuous development and learning.
• Encourages collaborative teamwork across departments.