Principal Technical Consultant – ServiceNow ITSM (Federal)

As a Principal Technical Consultant, you will serve as the functional and technical expert for federal customer engagements, guiding them in designing, configuring, and optimizing ServiceNow ITSM solutions with a focus on configuration over customization. You will act as the technical expert for IT Service Delivery, configuring ServiceNow ITSM using best practices, and support process definition, re-engineering, and gap analysis during workshops. You will advise customers on maximizing out-of-the-box capabilities, lead design workshops, and guide customers in completing technical documentation. Responsibilities include drafting and refining technical user stories, acceptance criteria, testing strategies, and knowledge transfer plans, as well as providing ad-hoc guidance and training to customer system administrators. You will lead the technical delivery of projects, including oversight of partner-developed components and unit testing, and develop integrations (e.g., SSO, LDAP) and portal components. You will prepare and own customer-facing technical deliverables, serve as a lead member of engagement teams, manage multiple complex initiatives, promote continuous improvement, and support pre-sales efforts. Additionally, you will provide mentoring and training to colleagues and partners and travel up to 50% annually.