Senior Technical Consultant

Summary

Join ServiceNow's Expert Services Team as a Sr. Technical Consultant, leveraging your ServiceNow expertise to drive customer success. You will serve as a technical expert, optimizing ServiceNow best practices and configuring core business transformation products. Responsibilities include leading customer design workshops, guiding documentation completion, drafting user stories, and providing oversight/training to customer administrators. You will lead technical aspects of project delivery, develop integration components, and prepare customer-facing deliverables. This role requires juggling multiple complex projects, promoting continuous improvement, and supporting sales activities. Up to 50% annual travel is expected.

Requirements

• At least 3+ years of configuring/developing ServiceNow
• 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
• ServiceNow certifications such as a current ServiceNow Certified System Administrator (CSA) certification, and relevant ServiceNow Solution-Specific Certified Implementation Specialist/Accreditation designations (i.e., HR Suite Certification, Legal Service Delivery Acceditation, Workplace Service Delivery Accreditation, Certified Application Developer, and/or completion of ServiceNow Supplier Lifecycle Operations (SLP)/Sourcing & Procurement Operations (SPO)/Accounts Payable Operations (APO) Learning Paths)
• At least 5+ years of configuration/development experience for complex, highly-capable, HR, Legal, Workplace/Facilities & Finance/Supply Chain technologies – inclusive of integrations and portals
• Demonstrated ability to influence and consult (providing options with pros, cons and risks), while providing thought leadership to customer HR, Legal, Workplace/Facilities and/or Finance/Supply Chain 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 HR, Legal and/or Workplace/Facilities and related systems and tools such as Workday, Oracle / PeopleSoft, SAP / SuccessFactors, UltiPro, Infor, SAP ERP, etc.]
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder

Responsibilities

• Serve as the technical expert in optimizing and leveraging ServiceNow best practices with a strong focus on configuration versus customization
• Support the engagements efforts such as specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders, for these specific solutions and domains
• Advise customers in their efforts to take advantage of the ServiceNow Solution’s standard capabilities in their efforts to improve their processes
• Lead customer design workshops focused on ServiceNow Platform and Solution technology
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Draft more technically-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guide and provide 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
• Promote continuous improvement practices for delivery/engagement materials
• Support specific sales activities when required
• Provide 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