Principal Technical Consultant, HCLS

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: 

The Technical Architect, Healthcare and Life Sciences is a technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow Telcommunications Service Management products based on configuration best practices – all to accelerate and drive customer business outcomes. 

What you get to do in this role: 

• Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. customizations. 
• Support the engagements efforts for Customer Service-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders 
• Advise customers on ways they can leverage the ServiceNow platform to transform their current processes. 
• Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology 
• Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts. 
• Drafting and reviewing 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 
• Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers. 
• Create and maintain architectural documents, process flows, database structures and other technical documentation. 
• Work with other members of your ServiceNow team to provide a great experience for our customers. 
• Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more. 
• 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 
• Collaborate with team members 
• 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 a customer service environment, while providing thought leadership to Customer Service 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 
• Knowledge of Healthcare and Life Sciences Best Practices in the following areas; Patient Management, Device Management, Health Insurance Processes, Service Management. 
• Strong understanding of leading CRM tools and related systems. 
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity 
• Ability to adapt to different situations  
• Proven team player and team builder 
• Ability to gain government clearances 

Certification Requirements:  

Required ServiceNow Certifications or achieved within first 90 days: 

• Certified System Administrator (required or must achieve within the first 60 days) 
• Certified Implementation Specialist – Customer Service Management  
• Certified Application Developer 

Required ServiceNow Industry Certifications achieved within the first year: