Senior Technical Consultant

Sr. Technical Consultant, IT Asset Management (ITAM) Workflow Products Expert

Employment Type: Full-time Location Type: Remote (US) Salary: Not specified

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.

Position Overview

The Sr. Technical Consultant, ITAM Workflow is a key member of the Customer Outcomes team at ServiceNow. This role focuses on helping customers achieve their business outcomes by providing prescriptive guidance and expertise in configuring ServiceNow ITAM products. You will act as the functional and technical expert within customer engagement teams, driving consumption, adoption, and customer satisfaction by demonstrating the value of their ServiceNow investment.

Responsibilities

• Technical Expertise: Serve as the technical expert for IT Asset Management (ITAM), configuring Hardware Asset Management (HAM) and Software Asset Management (SAM) capabilities using ServiceNow best practices, focusing on configuration over customization.
• Process Improvement: Support ITAM-specific process definition, re-engineering, improvement, and gap analysis of current/future-state processes through workshops with key customer sponsors and stakeholders.
• Customer Advisory: Advise customers on leveraging the standard capabilities of the ServiceNow ITAM Solution to enhance their ITAM capabilities.
• Design Leadership: Lead customer design workshops focused on the ServiceNow Platform and ITAM Solution technology.
• Documentation & User Stories: Guide customers in completing required documentation, such as business requirement workbooks for technical aspects of the solution. Draft technically-focused user stories, their acceptance criteria, testing strategies, and knowledge transfer plans, supporting customer review and approval.
• Training & Oversight: Provide ad-hoc oversight and training for the customer’s future system administrators throughout the engagement.
• Project Delivery: Lead the technical aspects of project delivery and solution delivery for engagements, potentially providing oversight and unit testing of partner resource development.
• Engagement Team: Act as a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes.
• Integration & Portal Development: Develop required integration components (SSO, LDAP, etc.) with multiple systems and develop required portal components.
• Deliverable Quality: Prepare all customer-facing deliverables focused on technology and ensure the quality of the configured/developed solution.
• Project Management: Juggle multiple and complex projects/initiatives.
• Continuous Improvement: Promote continuous improvement practices for delivery and engagement materials.
• Sales Support: Support specific sales activities when required.
• Mentorship: Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request.
• Travel: Up to 50% travel annually, driven by customer needs and internal meetings.

Qualifications

• A current ServiceNow Certified System Administrator (CSA) certification.
• Relevant Solution-Specific Certified Implementation Specialist designations in HAM and SAM and/or Micro-Certifications.
• At least 5 years of configuration/development experience for complex enterprise environments.