Sr. Technical Consultant, Expert Services

Employment Type: Full-time Location Type: Remote Salary: [Salary information not provided]

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, Expert Services is the functional and technical expert of a customer engagement team. This role involves consulting with customers and configuring the ServiceNow Platform products based on configuration best practices, all with the goal of accelerating and driving customer business outcomes.

Responsibilities

• Platform Solutions: Creation and delivery of platform solutions that take into account long-term technical architecture, process design, and ServiceNow technical standards.
• Process Improvement: Support engagement efforts related to platform-wide process definition, re-engineering, improvement, and gap analysis of current/future-state processes and functionality during workshops with key customer sponsors and stakeholders.
• Customer Advisement: Advise customers in their efforts to leverage ServiceNow Platform capabilities to improve their existing processes.
• Design Workshops: Lead customer design workshops across multiple ServiceNow platform products and capabilities.
• Documentation: Guide customers in completing required documentation, such as business requirement workbooks for technical aspects of the solution.
• User Stories: Draft technically-focused user stories, their acceptance criteria, testing strategy, and knowledge transfer, while supporting customers in reviewing and approving them.
• Training & Oversight: Guide and provide ad-hoc oversight/training for the customer’s future system administrators throughout the engagement.
• Project Delivery: Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources' development.
• Team Collaboration: Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes.
• Integration Development: Develop required integration components (SSO, LDAP, etc.) with multiple systems.
• Deliverable Preparation: Prepare all customer-facing deliverables focused on the technology and responsible for the quality of configured/developed solutions.
• Project Management: Juggle multiple and complex projects/initiatives.
• Continuous Improvement: Promote continuous improvement practices for delivery/engagement materials.
• Sales Support: Support specific sales activities when required.
• Mentoring: 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

• Clearance: United States Top Secret / Sensitive Compartmented Information (TS/SCI) Clearance.
• ServiceNow GCC Experience: 3 years of experience working in US federal agencies and environment with ServiceNow Government Community Cloud (GCC).
• ServiceNow Security: ServiceNow security experience including Vault, Edge Encryption, and Data Privacy.
• Domain Separation: ServiceNow Domain Separation experience.
• Hands-on Experience: At least 5 years of hands-on configuration/development experience for complex, highly-capable technologies, inclusive of integrations and portals.
• Customer Influence: Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in complex and varied customer environments, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems.
• Web Technologies: Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies.
• Data Management: Experience with data management, database design, and database concepts.
• Self-Hosted ServiceNow: Experience working with self-hosted installations of the ServiceNow platform.
• Technical Knowledge: Knowledge of technical components.

Application Instructions

[Application instructions not provided]