Senior Technical Accelerator Consultant

Summary

Join ServiceNow's Impact team as a Senior Technical Accelerator Consultant and help customers unlock business value by accelerating their adoption of ServiceNow products. As a subject matter expert, you will deliver technical accelerators, prepare client-facing deliverables, identify process improvements, and mentor junior team members. You will also guide the development of new offerings, engage with customer requests, demonstrate the product, and understand the business and technical problems addressed by the Customer Success Program. This role requires strong technical skills, experience in ServiceNow development, and excellent communication and interpersonal skills. The ideal candidate has 10+ years of experience and a passion for helping clients succeed.

Requirements

• Proven technical and business process experience in leading the development and delivery of ServiceNow solutions in client environments
• Knowledge of technical components such as LDAP, SAML/SSO, and integrations that make use of these technologies
• Experience with any of the product areas: ITOM/ITAM/ITSM/SPM/GRC
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.) and working in a SaaS environment
• Experience working with Agile methodologies
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Excellent interpersonal skills, customer-centric attitude, and experience working with cross-functional teams and multi-level stakeholders
• Has ServiceNow certifications and is prepared to study for, obtain, and maintain more
• Committed to wowing customers, ensuring that actions contribute towards measurable value for the customer, and generating customer success stories
• Loves to win as a team and work efficiently in a collaborative environment
• A desire to contribute to our best place to work where everyone can be their best self and feel an amazing sense of belonging
• Have a hungry and humble mindset, and proactively seek help when challenges arise

Responsibilities

• Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely
• Prepare all client-facing and internal deliverables that are technology-related
• Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members
• Guide development of new offerings for our technical accelerator portfolio
• Engage with customers’ requests in Impact including scoping the level of effort, fulfilling business requirements, and resolving customer escalations
• Demonstrate the product, both standard and tailored to customer needs
• Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.)
• Develop and maintain strong working relationships with other teams
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences
• Mentor resources and peer review development work

Preferred Qualifications

Ideally experience with AI/ML technology and preferably experience with ServiceNow Virtual Agent, Predictive Intelligence, and Performance Analytics products