Customer workflows (CWF) Domain Business Lead

2 Months ago • All levels

Job Summary

Job Description

The CWF Domain Business Lead will be responsible for growing and managing a team of IT professionals to support clients' digital transformation initiatives using ServiceNow. This hybrid role combines relationship-building with industry expertise to advise clients on IT and business challenges within the Customer Workflows domain. Responsibilities include identifying and solving business challenges, implementing and optimizing processes and solutions, gathering and documenting business requirements, providing consulting services, participating in internal activities, and contributing to sales activities such as building offers and leading pre-sale activities. Close cooperation with project managers, developers, and other teams to implement ServiceNow solutions is also required.

Must have:

Manage and grow the CWF domain in ServiceNow.
Build new business opportunities based on knowledge and experience.
Advise clients on IT and business challenges.
Implement and optimize processes and solutions.
Gather and document business requirements.

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team-management

Job Details

Devoteam is looking for an experienced CWF Domain Business Lead to join our ServiceNow team. As a CWF Domain Business Lead your main responsibility is to grow & manage a team of IT professionals at your customers in order to support our clients digital transformation initiatives.

ServiceNow is a powerful platform that helps organizations manage and improve their customer service operations and Industry specific workflows. A CWF Domain BL is a hybrid role that combines the relationship-building and support skills of a CWF with the industry expertise and strategic thinking of a consultant.

Customer workflows domain currently covers following ServiceNow solutions:

Main focus domains:

Customer Service Management
Field Service Management
Sales and order management
Sourcing and Procurement Ops
Supplier lifecycle operations
Account payable Invoice processing

Other industry specific domains:

Telecom, Media & Technology
Healthcare and Life science
Financial services operations
Manufacturing
Public sector
Retail Service management

Your work activities will be:

Responsibility for management and growth of the specific CWF domain in ServiceNow
Build the new business opportunities based on knowledge & experience
Advisory clients on IT and business challenges in the domain
Helping clients to identify and solve business challenges
Implementing and optimizing state of the art processes and solutions to help our clients manage their systems efficiently and in a business-centric way
Responsibility for gathering and documenting business requirements from the clients
Assisting clients with the implementation and adoption of solutions as well as training and support as needed
Providing consulting services to our customers and partners
Taking part in internal activities inside Devoteam to help us grow (Contribution to the recruiting process, marketing activities, knowledge sharing)
Participation in sales activities as business strategies and active sales in CWF domain, build offers, contribution in creating and maintaining pre-sale materials, leading the pre-sale activities and maintaining standard offers (incl. slide decks, references, etc.). Also responsible for business development - strategy, pipeline, offer, business plan etc., maintaining the list of projects and plan capacity, staying up-to-date with new products/services and keeping an eye on new business trends in the CWF domain
Close cooperation with project managers, developers, and other teams to support the implementation of ServiceNow solutions