Job Description

Salary: Not Specified Location Type: Remote 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.

Job Description: Senior Technical Consultant, Workflow

Position Overview

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, [IT, Employee, Platform, Customer] Workflow is the functional and technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow [BU/Portfolio] products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes.

Responsibilities

What you get to do in this role:

• Be the technical expert in how to best support [IT/HR/Customer Service/etc.] by configuring [BU/Portfolio] Service Delivery using ServiceNow best practices focused on configuration vs. customization.
• Support the engagements efforts for [IT/HR/Customer Service/etc.]-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 [BU/Portfolio] Solution’s standard capabilities in their efforts to improve their [IT/HR/Customer Service/etc.] processes.
• Lead customer design workshops focused on ServiceNow Platform and [BU/Portfolio] 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 to other members of the ServiceNow delivery team and partner ecosystem upon request.
• 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:

• For PTC: A current ServiceNow Certified System Administrator (CSA) certification.
• Relevant Solution-Specific Certified Implementation Specialist designations (e.g., CIS-ITSM, CIS-HRSD, CIS-CSM, etc.) and/or Micro-Certifications.
• At least 8+ years of configuration/development experience for complex, enterprise-level solutions.