Senior Technical Consultant

Company Description

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 Description

What you get to do in this role: 

Be a core part of a new team we are building. The role of the Senior Technical Accelerator Consultant is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value.

As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased by delivering our technical accelerators.

You will act as the ServiceNow subject matter expert and bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

The ideal candidate is someone with significant experience in ServiceNow development and who wants to help our client base with their digital transformation capabilities.

• Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely.
• Prepare all client-facing and internal deliverables that are technology-related.
• Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members.
• Guide development of new offerings for our technical accelerator portfolio.
• Engage with customers’ requests in Impact including scoping the level of effort, fulfilling business requirements, and resolving customer escalations.
• Demonstrate the product, both standard and tailored to customer needs.
• Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.).
• Develop and maintain strong working relationships with other teams.
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
• Mentor resources and peer review development work.

Qualifications

To be successful in this role you have:

• Proven technical and business process experience in leading the development and delivery of ServiceNow solutions in client environments.
• Knowledge of technical components such as LDAP, SAML/SSO, and integrations that make use of these technologies.
• Experience with any of the product areas: ITOM/ITAM/SPM/Risk (IRM/GRC)/ General ServiceNow Platform
• Ideally, experience with AI/ML technology and preferably experience with ServiceNow Virtual Agent, Predictive Intelligence, and Performance Analytics products.
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.) and working in a SaaS environment.
• Experience working with Agile methodologies.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.   
• Excellent interpersonal skills, customer-centric attitude, and experience working with cross-functional teams and multi-level stakeholders.
  • (Fluency in Portuguese or Spanish is a plus).
• Has ServiceNow certifications and is prepared to study for, obtain, and maintain more.
• Committed to wowing customers, ensuring that actions contribute towards measurable value for the customer, and generating customer success stories.  
• Loves to win as a team and work efficiently in a collaborative environment.  
• A desire to contribute to our best place to work where everyone can be their best self and feel an amazing sense of belonging. 
• Have a hungry and humble mindset, and proactively seek help when challenges arise. 
• Mandatory to come into the office 2x a week
• US Citizenship or a Green card is required   

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 and their assigned work location.