ServiceNow Practice Operations Assistant

Key Responsibilities

Staffing & Resource Support

• Maintain staffing and resource tracking spreadsheets.
• Track project assignments, expected start dates, end dates, and resource roll-offs.
• Help identify resources becoming available for new assignments.
• Maintain basic resource information including skills, certifications, location, assignment, and availability.
• Follow up with managers and team members when staffing information is missing or outdated.
• Assist practice leadership with preparation for staffing meetings.

Billability & Utilization Tracking

• Maintain utilization and billability spreadsheets.
• Update weekly actual and forecasted resource information.
• Identify resources who are below expected utilization or approaching the end of an assignment.
• Follow up on missing or inconsistent information.
• Prepare simple summaries for practice leadership.
• Escalate exceptions to the appropriate manager for review.

Onboarding & Offboarding

• Maintain onboarding and offboarding checklists.
• Coordinate new-resource activities such as system access, laptop/equipment requests, training, and project access.
• Track onboarding activities and follow up on incomplete items.
• Assist resources transitioning between projects.
• Coordinate administrative offboarding tasks when resources leave a project or the practice.

Employee Support & Escalations

• Assist team members experiencing routine IT, system-access, equipment, HR, or administrative issues.
• Help identify the appropriate support process or ticketing channel.
• Track open support tickets when they are affecting a team member's ability to work.
• Follow up with IT, HR, or other support organizations as appropriate.
• Escalate aging or urgent tickets to the appropriate management or support contact.
• Maintain discretion when handling employee or HR-related information.

Reporting & Administrative Support

• Maintain Excel trackers and recurring operational reports.
• Perform basic data cleanup and reconciliation.
• Prepare PowerPoint slides for staffing, operational, and practice meetings.
• Maintain shared files and practice documentation using Microsoft Teams, SharePoint, and OneDrive.
• Assist leadership with recurring reports, presentations, meeting preparation, and follow-up activities.

Required Technical Skills

Intermediate Microsoft Excel proficiency, including:

• XLOOKUP or VLOOKUP
• IF and IFERROR
• SUMIF / SUMIFS
• COUNTIF / COUNTIFS
• Basic date formulas
• Sorting and filtering
• Excel tables
• Conditional formatting
• PivotTables
• Basic charts
• Comparing information between worksheets
• Troubleshooting existing formulas
  
  

Microsoft PowerPoint

• Create and modify basic professional presentations.
• Update tables, charts, graphics, and existing presentation templates.
  
  

Microsoft 365

• Comfortable working with Outlook, Teams, SharePoint, and OneDrive.

Consulting Practice Knowledge

The candidate does not need to be a ServiceNow technical resource.

However, prior experience in an IT consulting, professional services, staffing, PMO, or technology organization is strongly preferred. The person should understand, or be able to quickly learn, basic concepts such as:

• Billable and non-billable time
• Utilization
• Project staffing
• Resource availability
• Bench
• Project assignments and roll-offs
• Timesheets
• Employees and contractors
• Onboarding and offboarding
• IT support tickets
• ServiceNow projects
• Client delivery versus internal activities

Required Experience & Qualifications

• Approximately 2–4 years of administrative, operations, PMO, staffing, or business support experience.
• Intermediate Excel skills.
• Basic to intermediate PowerPoint skills.
• Strong organizational and follow-up skills.
• High attention to detail.
• Comfortable maintaining multiple spreadsheets and trackers.
• Ability to work independently on recurring administrative activities.
• Comfortable communicating and following up with employees and managers.
• Experience in IT consulting or professional services preferred.
• Previous ServiceNow experience is helpful but not required.

Language & Location Requirements

• Fluent professional English is required, both written and spoken.
• Spanish/English bilingual capability preferred.
• Mexico-based or other near-shore location preferred.
• Must be available to work a schedule aligned with U.S. Eastern Time business hours.

Core Competencies

• Practice Administration
• Staffing Coordination
• Excel Reporting
• Billability & Utilization Tracking
• Onboarding & Offboarding
• IT/HR Ticket Follow-Up
• Data Accuracy
• Microsoft 365
• Organization & Follow-Up
• Professional English Communication
• Confidentiality
• Customer Service Mindset