CallCenterNinjaAbout Accenture
Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance citizen services - creating tangible value at speed and scale. We are a talent-and innovation-led company with approximately 794,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and Al with unmatched industry experience, functional expertise, and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.
About Accenture:
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com
About Accenture Strategy & Consulting:
Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/us-en/Careers/capability-network
Accenture Global Network | Accenture in One Word
At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.
The Strategy & Consulting Global Network Song Practice | ServiceNow CSM Consultant
Join our team of Strategy & Consulting Global Network Song who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change.
Practice: Strategy & Consulting Global Network Song | Areas of Work: Customer Experience Strategy, Service Design, Contact Center, Functional Consulting, Service Now Customer Workflows (Customer Service Management) | Level: Consultant, Analyst | Location: Kuala Lumpur| Years of Exp: 1- 8 years
Explore an Exciting Career at Accenture
Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build, and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?
Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting’s Customer, Sales & Service practice.
The Practice – A Brief Sketch
The Strategy & Consulting Global Network Song practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales, and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.
You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of the team, you will drive the following
Experience working on developing business/value case for relevant service experience solution designs involving Service Now ecosystem
Gather business requirements, design process & define implementation strategy for leading service platforms preferably Service NOW CSM, ITSM modules
Ability to conduct fit gap analysis and map platform capabilities to business requirements
Collaborate with clients to understand their business goals, and translate them into functional requirements, and recommended optimum ServiceNow CSM solutions to enhance their customer service operations and achieve their business goals. .
Identify opportunities for leveraging service platforms to improve efficiency and effectiveness.
Well versed with end-to-end service design, customer service strategy and Contact center processes and technologies.
Identifying customer service improvement opportunities and recommend best practices for efficient service delivery
Exhibit market knowledge and technical familiarity with ServiceNow Customer Service Management and at least one of the core industries.
Ensure quality delivery of CSM solutions to ensure they meet customer requirements as per ServiceNow best practices and standards
Strong people management skills: ability to manage stakeholders (client and internal) and projects.
Bring your best skills forward to excel at the role:
Knowledge/Experience of Service Now Customer Workflows/CSM Module (preferred)/ITSM
Good working knowledge of Service landscape including service experience design, contact center technology,
Good consulting and techno-functional experience is preferred.
Experience in working with middle to senior management levels within existing organization / client organizations.
Excellent oral and written communication skills
Strong analytical skills and the ability to drive results-oriented decisions. Data-driven mindset within proven utilization of information to drive decisions, calibrate and results.
Highly organized, proven ability to develop efficient processes that elevate team performance and drive results.
Proven success in navigating global matrixed environments and / or experience in client facing roles.
Ability to work effectively in a remote, virtual, global environment.
Ability to work in a fast paced and unstructured environment.
Your experience counts!
Consultant: Overall experience of 4+ years in designing / implementing Service NOW CSM solutions with at least 3+ years of hands-on functional consulting experience in Service NOW CSM/ITSM implementation and know-how of contact center processes/technologies with deep functional, industry and client facing experience
Analyst: Overall experience of 1+ years in designing / implementing Service NOW CSM solutions with at least 1+ years of hands-on functional consulting experience in Service NOW CSM/ITSM implementation and know how of contact center processes/technologies with deep functional, industry and client facing experience
MBA from a tier 1 or 2 college.
Preferably be certified in Service Now
Experience with Salesforce CRM, contact center technology platform, CX Software is desirable.
Strong understanding of customer service processes, routing strategies, omnichannel orchestration, customer engagement strategy, CX & EX design and best practices.
Experience with Agile methodologies is a plus.
Ability to craft value/business case showcasing virtues of Service NOW platform as well as business benefits
Ability to effectively model and translate business requirements into functional requirements
Ability to drive the engagement with minimal supervisor involvement and should be able to work independently from onshore/offshore.
Demonstrated success within one or more industries including Consumer & Industrial Products, Healthcare (payer/provider), Life Sciences, High Tech & Software, Utilities, Insurance, Banking, and Financial Services industry experience is strongly preferred.
Ability to establish and build on working relationships effectively.
Experience in working with middle to senior management levels within existing organization / client organizations.
What’s in it for you?
An opportunity to work on transformative projects with key G2000 clients.
Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities.
Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.