Principal Technical Consultant

Summary

Join ServiceNow's Customer Excellence Group (CEG) as a Principal Technical Consultant and leverage your technical expertise in infrastructure and operations management to guide project delivery and solution implementation. Lead technical aspects of projects, configure applications and workflows, and present technical and business concepts to stakeholders. Collaborate with diverse project teams, identify customer needs, and contribute innovative ideas for best practices. Mentor colleagues, customers, and delivery partners, and utilize your strong communication and interpersonal skills to ensure customer success. This role requires a deep understanding of ITSM processes and various ServiceNow products, along with experience in ITIL/CMDB implementations and enterprise IT operations. The position offers the opportunity to make a significant impact on customer outcomes and contribute to the wider global team.

Requirements

• In order to be successful in this role, we need someone who has a strong technical understanding of Infrastructure and Operations Management, coupled with demonstrated experience in influencing and consulting
• Experience and Certification in at least 3 of the following Products areas
• ServiceNow Administration (Certified System Administrator)
• IT Service Management (ITSM - Certified Implementation Specialist)
• Hardware Asset Management (Hardware Asset Management – Certified Implementation Specialist)
• Software Asset Management (Software Asset Management – Certified Implementation Specialist)
• Discovery (Discovery – Certified Implementation Specialist)
• Service Mapping (Service Mapping – Certified Implementation Specialist)
• Event Management (Event Management – Certified Implementation Specialist)
• Cloud Management (Cloud Provisioning and Governance – Certified Implementation Specialist)
• Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles

Responsibilities

• Use your excellent communication skills to lead all the technical aspects of project delivery and solution delivery including presenting technical and business concepts to a variety of stakeholders
• You will be a key member of our expert team and will configure Applications, Workflows and UI and use your customer centric interpersonal skills to work in culturally diverse, matrixed project teams
• You will bring gravitas to customer meetings and workshops and be able to identify customer use cases, requirements and other relevant inputs for the overall success of the deployment
• You will have the opportunity to contribute your innovation ideas for best practices, service offerings, and implementation methodology to the wider global team in customer outcomes as well as our ITOM / ITAM / SPM and ITSM product teams
• You will use your passion for leadership and knowledge sharing to guide and mentor both colleagues, customers and our delivery partners in configuration best practices for the ITOM / ITAM/ SPM and ITSM application suites

Preferred Qualifications

• ITIL / CMDB implementations (CCMDB, UCMDB, etc.)
• In depth knowledge of ITSM Processes including Incident, Problem, Change and Request
• In depth knowledge of the Software Asset Management processes
• Strong Infrastructure knowledge of current Compute, Network and Storage platforms
• Advanced and current understanding (and practice) in Windows Domain and Unix System Administration. Including the understanding of described domain structures, user permission levels, group policy objects and the execution of SUDO Policies
• IT Operations experience in Enterprise Environments
• Current Knowledge of common IP Protocols and experience at troubleshooting Network connectivity and firewall issues
• Experience with Monitoring tools such as SCOM, SolarWinds & Netcool
• Integration expertise with standard methodologies, such as SOAP, REST, etc
• Automation experience, either self-built or using tools such as Puppet / Chef / Ansible
• Knowledge of typical tiered application Architectures ( Micro-services, Portal Applications, Client / Server, etc)
• Cloud Management Platforms such as AWS, VMware, Azure, Google, etc
• Scripting with PowerShell, Perl, WMI, shell, Python, JavaScript. XPath
• Prior and current technical expertise in web technology and the ability to learn new technologies