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

Location: Remote, USA Employment Type: Full-time

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.

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 Sr. Technical Consultant, ITAM Workflow is the functional and technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow ITAM products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes.

Responsibilities

• Be the technical expert in how to best support ITAM by configuring Hardware Asset Management (HAM) and Software Asset Management (SAM) capabilities using ServiceNow best practices focused on configuration vs. customization.
• Support the engagements efforts for ITAM-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders.
• Advise customers in their efforts to take advantage of the ServiceNow ITAM Solution’s standard capabilities in their efforts to improve their ITAM capabilities.
• Lead customer design workshops focused on ServiceNow Platform and ITAM Solution technology.
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.
• Draft more technically-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
• Guide and provide 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.
• Promote continuous improvement practices for delivery/engagement materials.
• Support specific sales activities when required.
• Provide training and mentoring.

Salary

• [Salary information not provided in the original description]

Application Instructions

• [Application instructions not provided in the original description]