It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job DescriptionWhat 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.
What you get to do in this role:
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. customizationSupport 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 stakeholdersAdvise 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.] processesLead customer design workshops focused on ServiceNow Platform and [BU/Portfolio] Solution technologyGuiding customers in completing required documentation such as business requirement workbooks for technical aspects of the solutionDrafting more technically-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving themGuides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagementLead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources developmentBe a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomesDevelop required integration components (SSO, LDAP, etc.) with multiple systemsDevelop required portal componentsPrepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solutionJuggle multiple and complex projects/initiativesPromoting continuous improvement practices for delivery/engagement materialsSupporting specific sales activities when requiredProviding training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon requestUp to 50% travel annually, driven by customer needs and internal meetings
Qualifications
To be successful in this role you have:
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-CertificationsAt least 8+ years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portalsDemonstrated 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 problemsExperience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologiesStrong 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 diversityProven team player and team builder
FOR STC:
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-CertificationsAt least 5 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portalsDemonstrated 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 problemsExperience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologiesStrong 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 diversityProven team player and team builder
FOR TC:
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-CertificationsAt least 1-3 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portalsDemonstrated 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 problemsExperience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologiesStrong 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 diversityProven team player and team builder
FOR ATC:
Configuration/development experience with technologies – preferably inclusive of integrations and portalsExperience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologiesStrong interpersonal skills, customer-centric attitude, ability to deal with cultural diversityProven team player and team builder
FD21
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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