Lead Consultant - CASE

at  Fujitsu

ABOUT US:

• CRN Magazine Fast50 Ranking 2017-2019
• Asia Pacific & Japan ServiceNow Elite Partner of the Year 2023
• WFH & Office Flexible Arrangement
• Work from ANYWHERE in the World 8 Weeks Per Year
  An Australian-born company, we have over 400 dedicated staff across Australia, India, Singapore, Hong Kong, and the Philippines. A multi-award-winning business, we are proud to have been recognized as the Asia Pacific & Japan, ServiceNow Elite partner of the year in 2019, 2020, and 2021. Our success comes from our people-first culture. That means we value trust-based and caring leadership, a supportive learning environment, continuous innovation, and giving you opportunities to do things you’ve never done before.

DESIRED EXPERIENCE & KNOWLEDGE / OTHER RELEVANT INFORMATION

• 7+ years of successful ServiceNow support/delivery.
• General understanding of ServiceNow licensing.
• Understanding of, and ability to adapt to, both Waterfall and Agile project methodologies.
• Additional ServiceNow Certifications or Accreditations.

Mandatory Experience:

• Self-motivation to proactively utilize ServiceNow and Enable training tools with a can-do attitude, to embrace the opportunities that arise when working for a dynamically growing organization.
• Demonstrated effective interpersonal communication and negotiation skills.
• A clear understanding of ITIL Service Management practices with a specific focus on Incident, Change, and Problem Management.
• Experience in providing application support in ServiceNow.
• Experience in prioritizing competing demands and achieving results with a customer-focused approac

ROLE SUMMARY:

To be a high-performing CASE Lead helping customers maximize the value of their ServiceNow platform, accelerate adoption, support them on a successful journey, and contribute to achieving overall practice goals. You will be responsible for providing world-class business and technical advisory, driving new opportunities, assisting with sales and presales, achieving gross profit targets, and contributing to the company’s culture and operational efficiency.

MAIN RESPONSIBILITIES:

• Leading the customer with world-class business / technical advisory and ensuring that the tools made available are utilized appropriately to maximize the probability of renewals.
• i.e., Account Plan, Entitlements, QBR/CSAT, Value Realisation, Account 360
• Proactively driving new opportunities on CASE Accounts to identify at least $1 of opportunities for every $1 the customer has spent on CASE.
• e.g., $100K customer > $100k of additional opportunities (excluding renewals)
• Assisting Sales and Presales to proactively grow the list of active CASE customers through the acquisition of new logos.
• Achieving Gross Profit (GP) target on each CASE Contract.
• Achieving ongoing operational efficiencies.
• Contributing to the growth of company culture and ways of working.
• Maintaining an active Career Development Plan with career, training, and certification goals achieved on time.

Mandatory Experience:

• Self-motivation to proactively utilize ServiceNow and Enable training tools with a can-do attitude, to embrace the opportunities that arise when working for a dynamically growing organization.
• Demonstrated effective interpersonal communication and negotiation skills.
• A clear understanding of ITIL Service Management practices with a specific focus on Incident, Change, and Problem Management.
• Experience in providing application support in ServiceNow.
• Experience in prioritizing competing demands and achieving results with a customer-focused approach