Full-Time Principal Technical Consultant, ITWF

The TeamThe Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The RoleThe Pricipal Technical Consultant, IT Workflow is the functional and technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow IRM products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

• Be the technical expert in how to best support IT by configuring IRM Service Delivery using ServiceNow best practices focused on configuration vs. customization
• Support the engagements efforts for IRM 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 IRM Solution’s standard capabilities in their efforts to improve their IT processes.
• Lead customer design workshops focused on ServiceNow Platform and IRM 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

In order to be successful in this role, we need someone who has:

• 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.
• Active United States Top Secret / Sensitive Compartmented Information (TS/SCI) Clearance with Full Scope Poly is a minimum requirement.
• The ability to commute to Fort Meade in Anne Arundel Country, MD on a daily basis is a minimum requirement.
• At least 5 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals.
• Maintain skills/certifications on CIS-IRM and any other risk implementation certifications.
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in an IT environment, while providing thought leadership to IT sponsors/stakeholders in solving business processes 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 and related systems and tools such as Office 365, Teams, Workday, Twilio, etc.
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder.

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