Full-Time Sr. Technical Consultant ITAM

What you get to do in this role: The 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, ultimately helping our customers grow their business on the ServiceNow platform.

The Role The Sr. Technical Consultant, [IT, Employee, Platform, Customer] Workflow is the functional and technical expert of a customer engagement team. Consulting with customers and configuring the ServiceNow products based on configuration best practices.

Key Responsibilities

• Be the technical expert supporting [IT/HR/Customer Service/etc.] by configuring Service Delivery using best practices.
• Support engagements for process definition, re-engineering, improvement, and gap analysis during workshops.
• Advise customers on leveraging ServiceNow's standard capabilities to improve processes.
• Lead customer design workshops focused on the ServiceNow Platform and solution technology.
• Guide customers in completing documentation (e.g., business requirements).
• Draft user stories, acceptance criteria, and testing strategies.
• Support customers in reviewing and approving documentation.
• Guide and train customer system administrators.
• Lead technical aspects of project and solution delivery.
• Develop integration components (SSO, LDAP, etc.) and portal components.
• Prepare customer-facing deliverables ensuring solution quality.
• Manage multiple and complex projects.
• Promote continuous improvement practices for delivery/engagement materials.
• Support sales activities as needed.
• Provide training and mentoring to ServiceNow delivery team and partner ecosystem members.

Qualifications:

1. Required: ServiceNow Certified System Administrator (CSA) certification, relevant Solution-Specific Certified Implementation Specialist designations (e.g., CIS-ITSM, CIS-HRSD, CIS-CSM), and/or Micro-Certifications.
2. Experience: 8+ years of configuration/development for complex, capable technologies (integrations, portals).
3. Skills: Influence, consultation, thought leadership in [IT/HR/Customer Service] environment; web technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO), SaaS technologies; leading [IT/HR/Customer Service] systems/tools.
4. Soft Skills: Strong interpersonal skills, customer-centric, cultural diversity.

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