ITOM Principal Technology 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

The Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Team

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 Principal Technical Consultant, IT Workflow is the functional and technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow ITOM 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 by configuring ITOM Service Delivery using ServiceNow best practices focused on configuration vs. customization

· Support the engagements efforts for ITOM specific areas such as Discovery, CMDB, Event Management, Service Mapping, integrations, re-engineering, improvement and gap analysis of current/future-state ITOM practices during workshops with key customer sponsors and stakeholders

· Advise customers in their efforts to take advantage of the ServiceNow ITOM Solution’s standard capabilities in their efforts to improve their IT processes.

· Lead customer design workshops focused on ServiceNow Platform and ITOM 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

In order to be successful in this role, we need someone who has:

· At least 5 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 environment, while providing thought leadership to IT 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 and related systems and tools such as Office 365, Teams, Workday, Twilio, etc.

· Strong interpersonal skills, customer-centric attitude, ability to dea