Principal Technical Consultant

Summary

Join ServiceNow's Customer Outcomes team as a Principal Technical Consultant, IT Workflow, leveraging your expertise in ServiceNow ITSM products to drive customer success. You will act as the technical expert, configuring ServiceNow solutions based on best practices to accelerate customer business outcomes. Responsibilities include leading customer design workshops, guiding documentation completion, drafting user stories, providing oversight and training, and leading technical aspects of project delivery. You will also develop integration and portal components, prepare customer deliverables, manage multiple projects, and promote continuous improvement. This role requires a TS/SCI clearance and significant experience in configuration/development of complex technologies. Up to 50% travel is expected.

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
• United States Top Secret / Sensitive Compartmented Information (TS/SCI) Clearance
• At least 5 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
• Maintain skills / certifications on CIS-IRM and any other risk implementation certifications
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in an IT environment, while providing thought leadership to IT 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
• Strong understanding with leading IT and related systems and tools such as Office 365, Teams, Workday, Twilio, etc
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder

Responsibilities

• Be the technical expert in how to best support IT by configuring ITSM Service Delivery using ServiceNow best practices focused on configuration vs. customization
• Support the engagements efforts for ITSM specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Advise customers in their efforts to take advantage of the ServiceNow ITSM Solution’s standard capabilities in their efforts to improve their IT processes
• Lead customer design workshops focused on ServiceNow Platform and ITSM Solution technology
• Guiding customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Drafting more technically-focused 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
• Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
• Develop required integration components (SSO, LDAP, etc.) with multiple systems
• Develop required portal components
• 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
• Up to 50% travel annually, driven by customer needs and internal meetings

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs