Senior Technical Consultant ITOM

Summary

Join ServiceNow's Customer Outcomes team as a Sr. Technical Consultant, contributing your expertise to help customers achieve their business outcomes. You will work directly with clients, configuring ServiceNow products and providing prescriptive guidance to drive consumption, adoption, and satisfaction. This role demands technical proficiency in ServiceNow platform configuration and development, along with strong consulting and communication skills. You will lead design workshops, guide documentation completion, and contribute to project delivery. The position involves collaboration with cross-functional teams and up to 50% annual travel. Compensation includes a competitive base pay, equity, variable compensation, and a comprehensive benefits package.

Requirements

• A current ServiceNow Certified System Administrator (CSA) certification,  and relevant Solution-Specific Certified Implementation Specialist designations (e.g., CIS-ITSM, e.g. CIS-HRSD, CIS-CSM, etc.) and/or Micro-Certifications
• At least 8+ years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in an [IT/HR/Customer Service/etc.] environment, while providing thought leadership to [IT/HR/Customer Service/etc.] 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/HR/Customer Service/etc.] and related systems and tools such as XXX [HR examples: Workday, Oracle / PeopleSoft, SAP / SuccessFactors, UltiPro, Infor, 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/HR/Customer Service/etc.] by configuring [BU/Portfolio] Service Delivery using ServiceNow best practices focused on configuration vs. customization
• Support the engagements efforts for [IT/HR/Customer Service/etc.]-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 [BU/Portfolio] Solution’s standard capabilities in their efforts to improve their [IT/HR/Customer Service/etc.] processes
• Lead customer design workshops focused on ServiceNow Platform and [BU/Portfolio]  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

Preferred Qualifications

• At least 5 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
• At least 1-3 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
• Configuration/development experience with technologies – preferably inclusive of integrations and portals

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