Senior Technical Consultant

Summary

Join ServiceNow as a Technical Consultant and become a functional and technical expert in the ServiceNow Expert Services Team. You will consult with customers, configure ServiceNow Core Business Transformation Products (HRSD, WSD, LSD), and accelerate customer business outcomes. Serve as the technical expert in optimizing and leveraging ServiceNow best practices, support engagement efforts, advise customers on utilizing ServiceNow's standard capabilities, and lead customer design workshops. Guide customers in completing documentation, draft user stories, and provide oversight/training for future system administrators. Lead technical aspects of project delivery, develop integration and portal components, prepare customer-facing deliverables, and juggle multiple complex projects. Promote continuous improvement and support sales activities when needed. Provide training and mentoring to team members and partners. Up to 50% annual travel is required.

Requirements

• Must be a U.S. Citizen, with ability to obtain and maintain a U.S. Public Trust security clearance
• At least 3+ years of configuring/developing ServiceNow or equivalent solutions exampled below
• Must hold ServiceNow certifications such as a current ServiceNow Certified System Administrator (CSA) certification, HR Professional Suite Certification, and preferably Workplace Service Delivery Accreditation, Legal Service Delivery Acceditation, Certified Application Developer certification as well
• At least 5+ years of configuration/development experience for complex, highly-capable, HR, Workplace/Facilities & Legal 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, Workplace/Facilities and/or Legal 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, IWMS (Integrated Workplace Management System), and/or Legal and related systems and tools such as Workday, Oracle / PeopleSoft, SAP SuccessFactors, UltiPro, Infor, IBM Maximo/TRIRIGA, Nuvolo, etc
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• Up to 50% travel annually, driven by customer needs and internal meetings

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

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