Full-Time Sr. Technical Consultant ITOM

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, and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

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 [BU/Portfolio] products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes.

Responsibilities:

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

Qualifications:

• FOR PTC: A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations (e.g., CIS-ITSM, e.g. CIS-HRSD, CIS-CSM, etc.) and/or Micro-Certifications
• At least 8+ 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 an [IT/HR/Customer Service/etc.] environment, while providing thought leadership to [IT/HR/Customer Service/etc.] 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 [IT/HR/Customer Service/etc.] and related systems and tools such as XXX [HR examples: Workday, Oracle / PeopleSoft, SAP / SuccessFactors, UltiPro, Infor, etc.]
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder

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