Principal Technical Consultant

Summary

Join ServiceNow as a Technical Architect, Manufacturing, a technical expert on a customer engagement team. You will consult with customers, configure ServiceNow products, and accelerate customer business outcomes. Responsibilities include advising on platform leverage, leading design workshops, guiding customers through capabilities, drafting user stories, providing oversight/training, performing development, creating technical documentation, and juggling multiple projects. You will also collaborate with team members and support sales activities. Up to 50% travel is required. The role demands extensive experience in configuration/development, web technologies, and manufacturing best practices, along with strong interpersonal skills and the ability to gain government clearances. ServiceNow certifications are required.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• At least 5 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Customer Service sponsors/stakeholders in solving business process and/or technical problems
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
• Knowledge of Manufacturing Best Practices in the following areas; Order to Cash, Order issue management, orchestration, product quality issues
• Strong understanding of leading CRM tools and related systems
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Ability to adapt to different situations
• Proven team player and team builder
• Ability to gain government clearances
• Certified System Administrator (required or must achieve within the first 60 days)
• Certified Implementation Specialist – Customer Service Management
• Certified Application Developer

Responsibilities

• Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. customizations
• Support the engagements efforts for Customer Service-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Advise customers on ways they can leverage the ServiceNow platform to transform their current processes
• Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology
• Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts
• Drafting and reviewing user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement
• Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers
• Create and maintain architectural documents, process flows, database structures and other technical documentation
• Work with other members of your ServiceNow team to provide a great experience for our customers
• Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more
• Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
• Juggle multiple and complex projects/initiatives
• Promoting continuous improvement practices for delivery/engagement materials
• Supporting specific sales activities when required
• Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
• Collaborate with team members

Preferred Qualifications

Certified ITSM, ITOM, FSM

Benefits

Up to 50% travel annually, driven by customer needs and internal meetings