Full-Time Principal Advisor, ServiceNow Employee Experience & HRSD

Role: Principal Advisor, ServiceNow Employee Experience and HR Service Delivery (HRSD) Solutions.
This role is a functional and technical expert consulting with corporations on their digital transformation journey powered by implementing ServiceNow’s Employee Service Management Solutions, which includes HR Service Delivery (HRSD), and Workplace/Facility Service Delivery (WSD) solutions. This Advisor role will be the SME within ServiceNow Expert Services (who provide product expertise, in partnership with ServiceNow Product Management), providing expert advisory and building strong executive client relationships within the framework of a strategic program or project with ServiceNow implementing these solutions. This role will be pre-eminent ServiceNow representative for the Human Resources and/or related organizations (Workplace, Space Planning, etc.) and will be the connective tissue between all the aforementioned parties, while ensuring an outstanding Client experience for the Human Resources organizations, and the Program’s Steering Committee. Consultation must be based on best practices with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges – bringing solution guidance, business acumen and deep product expertise, innovation, and industry knowledge capital to our client.

• Serve as primary executive point-of-contact on projects, focused on improvements in the client’s Human Resources and Workplace organizations using ServiceNow’s Employee Service Management, HRSD, and WSD Solutions.
• Guide the client and the business areas in defining their ServiceNow strategy, ensuring alignment with their digital transformation objectives while leveraging your deep understanding of the platform's capabilities.
• Understand customer requirements in collaboration with ServiceNow Expert Services and align them with ServiceNow Expert Services, Product Excellence, Customer Success, and Client Sales Teams to drive high-value impact for the Client in a roadmap for the current engagement, and the Client’s roadmap beyond it.
• Align Client to defined roadmap and report/monitor ongoing progress against it, managing client executives and stakeholders – in partnership with ServiceNow Expert Services – to mitigate blockers to drive success, keeping the in-progress engagement on track.
• Define, at a solution and design level of detail, technical and functional solutions aligned with our client’s business problems and ServiceNow Implementation Best Practices, providing options with pros, cons, and risks.
• Serve as a liaison between Client and ServiceNow (including ServiceNow’s internal organizations) as a leadership point of contact for addressing challenges and concerns.
• Collaborate with the ServiceNow Expert Services Team to monitor for scope creep and resolve critical path technical issues.
• Build and nurture strong, trusted advisory relationships with client executives and stakeholders in the client’s Human Resources and Workplace organizations, facilitating effective communication and collaboration between their corporation and ServiceNow.
• Advise client on optimizing their service management processes, leveraging benchmarks and best practices across the various organizations.
• Stay abreast of ServiceNow product developments, industry trends, and emerging technologies like AI to identify opportunities for innovation and provide strategic insights to clients.
• Advocate for the continuous improvement and adoption of ServiceNow Employee Service Management and HR Service Delivery (HRSD) Solutions.
• Lead office hours, formal presentations, webinars and other learning events tailored to field delivery stakeholders (advisory, delivery, GTM, etc.) to showcase customer use cases and successes
• Enable and mentor other members of the ServiceNow delivery team and partner ecosystem
• Support sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with Services Account Executives, Solution Sales Executives/Consultants, and Sales Account Executives

Requirements:

• Must be a U.S. Citizen, with ability to obtain and maintain a U.S. Public Trust security clearance.
• 10+ years of management consulting experience or equivalent role repeatedly championing/implementing ServiceNow HR Service Delivery (HRSD) with various organizations.
• At least 8+ years of experience with ServiceNow and other related solutions include exposure/knowledge of Workday, SAP SuccessFactors, UKG, Nuvolo, IBM TRIREGA, and Artificial Intelligence.
• ServiceNow certifications such as a current ServiceNow Certified System Administrator (CSA) certification, HR Professional Suite Certification, Workplace Service Delivery Accreditation, Legal Service Delivery Accreditation, etc.
• Significant experience with ServiceNow or similar digitalization platforms, successfully leading end-to-end transformation projects across human resources organizations.
• Excellent executive communication, presentation, and stakeholder management skills are required.
• Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design.
• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids.
• Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams.
• A strong technical background, including application development, software lifecycle management, and system integrations, is also necessary.
• Fluency in English is mandatory, and the ability to travel may be required.

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