Full-Time Sr. Technical Consultant, Risk & Resilience Expert Services

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.

RoleThe Sr. Technical Consultant, Risk & Resilience is the functional and technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow Risk & Resilience products based on configuration leading practices – all with the goal of accelerating and driving customer business outcomes.

What you get to do

• Develop solutions for our customers through technical configuration of the Risk & Resilience products
• Be the technical expert in how to best configure and implement the Risk & Resilinece product portfolio using ServiceNow leading practices focused on configuration vs. customization
• Articulate the implications of customization and technical debt while consultatively weighing the pros and cons of OOB vs. customization
• Advise customers in their efforts to take advantage of the ServiceNow Risk & Resilience solutions standard capabilities in their efforts to improve their Risk & Resilience processes
• Participate in customer design workshops focused on ServiceNow Platform and Risk & Resilience solution technology
• 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 (REST/SOAP API, Integration Hub, etc.) with multiple systems
• Develop required workspace components using UIB and otherwise to meet the acceptance criteria
• 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 services 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

Required skills

• Current active ServiceNow certifications: Certified System Administrator (CSA) Certified Implementaiton Specialist in Risk and Compliance (CIS-RC)
• At least 5 years of ServiceNow configuration/development experience for complex, highly-capable, technologies – inclusive of integrations
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) related to the Risk & Resilience solutions, while providing thought leadership to Risk & Resilience sponsors/stakeholders in solving technical problems
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
• Proficiency in ServiceNow scripting and Glide Scripting
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder

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