Full-Time Sr. Technical Consultant ITAM Workflow

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. You'll work with customers to drive consumption, adoption, and customer satisfaction, ultimately helping them grow their business on the ServiceNow platform.

The Role The Sr. Technical Consultant is a functional and technical expert on a customer engagement team, consulting with customers and configuring ServiceNow products based on best practices, accelerating and driving customer outcomes.

Responsibilities:

• Be the technical expert supporting [IT/HR/Customer Service/etc.] through configuring ServiceNow [BU/Portfolio] Service Delivery using best practices (configuration vs. customization).
• Support engagement efforts for process definition, re-engineering, improvement, and gap analysis.
• Advise customers on leveraging ServiceNow [BU/Portfolio] standard capabilities to improve [IT/HR/Customer Service/etc.] processes.
• Lead customer design workshops on ServiceNow Platform and [BU/Portfolio] Solution technology.
• Guide customers in completing documentation like business requirements.
• Draft user stories, acceptance criteria, testing strategies, and knowledge transfer documents.
• Provide oversight and training for customer system administrators.
• Lead technical aspects of project and solution delivery, including oversight and unit testing of partner resources.
• Be a lead member of engagement project teams focused on customer outcomes.
• Develop integrations (SSO, LDAP, etc.) with multiple systems.
• Develop portal components.
• Prepare customer-facing deliverables with high quality.
• Manage multiple, complex projects.
• Promote continuous improvement practices.
• Support sales activities (when needed).
• Provide training and mentoring to other ServiceNow team members and partners.
• Up to 50% travel annually (customer needs and internal meetings).

Requirements:

• PTC: ServiceNow Certified System Administrator (CSA), Solution-Specific Certified Implementation Specialist designations (e.g., CIS-ITSM), 8+ years configuration/development experience for complex technologies.
• STC: CSA certification, Solution-Specific CIS designations (e.g., CIS-ITSM), 5+ years configuration/development experience.
• TC: CSA certification, Solution-Specific CIS designations, 1-3 years configuration/development experience.
• ATC: Configuration/development experience, web technologies (XML, HTML, JavaScript, etc.), SaaS experience.

General Requirements (for all levels): Strong understanding of [IT/HR/Customer Service/etc.] systems and tools (e.g., Workday, Oracle, SAP). Strong interpersonal skills, customer-centric approach, ability to deal with cultural diversity, proven team player/builder, experience with integrations and portals.

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