Huriot — Business Operations Specialist - ServiceNow at SHI

Business Operations Specialist - ServiceNow


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Role Details

Job Summary

The Business Operations Specialist - ServiceNowwillplaya centralroleinthecoordination of consulting resources and theefficientoperation of theServiceNowteam.

The Business Operations Specialist - ServiceNowis responsible formanaging project staffing allocations, project client reporting and project closure forSHI’s ServiceNow practice. This is a hands-on role, interacting with consultants, sales, project managers, and management.

This role willalsoensure that SHIisprocessing license orders andcapturing eligible opportunities by successfullysubmittingDeploymentand OpportunityRegistrationsvia theServiceNow Partnerportal. Throughthe effective management ofthese key operationalworkflows,thisrole will contribute to therapidcommercial growth ofthe ServiceNow practice at SHI.

The Business Operations Specialist - ServiceNowreports to theSr. Manager - ITAM Business Management Office andisremote(home-based)orcan beoffice basedfromeither Austin,TXorSomerset,NJ. It is expected that this rolewill haveinfrequent travel(less than10%).

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

  • Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

  • Continuous professional growth and leadership opportunities.

  • Health, wellness, and financial benefits to offer peace of mind to you and your family.

  • World-class facilities and the technology you need to thrive – in our offices or yours.


Include, But Not Limited To:

Resource Management Responsibilities

  • Real Time Resource Allocation – Responsible for knowing status of allServiceNowprojects and who is assigned to what project at anygiven time

  • Weekly and Real-Time Resource Allocation – Meeting with management on a weekly basis, and as needed, to assign resources based on availability and skillset

  • Resource Forecasting – Forecasting future resource availability to include considerations for resourcecapacity, scheduled time off, and business travel that could interfere with upcoming engagement schedules

  • Tools and Process – Responsible formaintainingresourcing process and software. Also, making recommendations for improvements to the process and software to drive better accuracy and efficiency

  • Resource Reporting – Providing regular updates on resource allocation andutilizationto project managers,clientsandSHIleadership

  • Risk Identification – Responsible foridentifyingpotential risks in the form of over-resourced staff, under-utilized staff, or projects which have resourcing risks and bringing to the attention ofSHIleadership

  • External Resource Sourcing and Communication – Maintaining a list and up-to-date knowledge of external contractor resources that they coordinate with on a regular basis

  • Sales Coordination – Work with Sales to ensure a clear understanding ofpipelineto enable proactive resourcing, sub-contracting and hiring decisions. Understand the Sales opportunity lifecycle and ensure resource plans reflect accordingly

  • Work with accounting to ensure projects are closed in all related systems and final billing has been completed

  • Ensure projects are open andaccuratein all systems at all times

  • Proactively assign resources to billed and non-billed project to ensure resource allocation is fully utilized

Operations Management Responsibilities

  • DeploymentandOpportunityRecord Maintenance – Manage the creation, maintenance, and closure of ServiceNow Deploymentand OpportunityRecordsand ensurethe correct people are notified of any changes/updates

  • LicenseOrderProcessing–The ROS willbecome the license order process expert and willhave primary responsibilityfororder completion,in tight timelines, whilerelyingon multiplegroupswithin SHI

  • Update and manage CRM with verification onDeployment and OpportunityRegistration statuses

  • Manage internal and external queries andcollaboratewithSalesteams,ServiceNowpartnermanagers and internal stakeholders

  • Keep abreast of changes toDeploymentand OpportunityRegistration processes, procedures and T&Cs and communicating these to the wider business

  • Manage and coordinate portal logins for existing andnew users

  • Assistwith the tracking and management of ServiceNow Accreditations and Certifications for the SHI organization

  • Obtain relevant certifications whenidentifiedandrequiredto support company partner accreditation status

  • Manage theServiceNow@email alias and respond toor distributeall inquiries by becoming the subject matter expert


  • College graduate with a minimum 2to4 yearsofproject management experience

  • 2+years’ experiencemanaging resources for a Professional Services organization

  • Minimum 5years’ experiencemanaging in a high paced matrix environment

  • Experiencing using ServiceNow or other Resource Management software

  • Experience dealing with cross-team dependencies, changing schedules, and constantly evolving requirements

  • English proficiency isrequired

Required Skills

  • Excellentwritten and verbal communication skills

  • Excellent organization and time management skills

  • Strong entrepreneurialspirit;a desire and willingness to “do whatever it takes”

  • Client-oriented, professional services mind-set

  • Ability to multitask and effectively balance short term and long-term priorities

  • A strong teamplayer with the ability to share information, offer support andprovideguidance to internal departments

  • Good analytical skills

  • Ability tothink outside the box

  • Ability to stay self-motivated and self-directed

  • Willingness to adapt to changing business and technical priorities

  • Ability to work in a fast-paced, high-performance team environment

  • Ability to work with deadlines

  • Meticulous attention to detail

  • Highly organized and methodical

Preferred Skills/Qualifications

  • Bachelor’s Degree or equivalent work experience

  • ServiceNowexperience(as a user of the platform)a plus

  • Additionalexperience within the IT fielda plus

Unique Requirements

  • Extended hours may berequiredinfrequently orat the end ofthe quarter (March, June, September, December)

Additional Information

  • FLSA: Exempt

  • Equal Employment Opportunity – M/F/Disability/Protected Veteran Status

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Job Locations US-Remote | US-NJ-Somerset | US-TX-Austin

Requisition ID 2023-14148

Compensation Structure Flat Base

Category Presales/Post Sales Support

SHI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

  • Published on: May 27, 2023
  • Employment Type: Full Time
  • Job Location: Montpelier, Vermont
  • Salary: negotiable
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