Technical Consultant

Summary

Join ServiceNow's Customer Outcomes team as a Technical Consultant, ITAM Workflow, and become a functional and technical expert on customer engagement teams. You will consult with customers, configure ServiceNow ITAM products using best practices, and accelerate customer business outcomes. This role requires expertise in configuring HAM and SAM capabilities, supporting ITAM process definition and improvement, advising customers on ServiceNow ITAM solutions, and leading customer design workshops. You will also guide customers in documentation, draft user stories and testing strategies, provide oversight and training to customer system administrators, and lead technical aspects of project delivery. Additional responsibilities include developing integration and portal components, preparing customer deliverables, managing multiple projects, promoting continuous improvement, supporting sales activities, and providing training and mentoring. Up to 50% travel is required.

Requirements

• A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations in HAM and SAM and/or Micro-Certifications
• 1-3 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 within ITAM, while providing thought leadership to 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 ITAM leading practices and related systems and tools such as CMDB, SAM and HAM
• 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 ITAM by configuring Hardware Asset Management (HAM) and Software Asset Management (SAM) capabilities using ServiceNow best practices focused on configuration vs. customization
• Support the engagements efforts for ITAM-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 ITAM Solution’s standard capabilities in their efforts to improve their ITAM capabilities
• Lead customer design workshops focused on ServiceNow Platform and ITAM 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