Senior Technical Consultant

ServiceNow-posted 4 months ago
$135,300 - $236,800/Yr
Full-time • Senior
Bethesda, MD
5,001-10,000 employees
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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. 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.

  • 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 to other members of the ServiceNow delivery team and partner ecosystem upon request.
  • A current ServiceNow Certified System Administrator (CSA) certification, and 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, highly-capable, technologies – inclusive of integrations and portals.
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) in within ITAM, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
  • Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies.
  • Strong understanding with leading ITAM leading practices and related systems and tools such as CMDB, SAM and HAM.
  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.
  • Proven team player and team builder.
  • Base pay of $135,300 - $236,800, plus equity (when applicable), variable/incentive compensation and benefits.
  • Health plans, including flexible spending accounts.
  • 401(k) Plan with company match.
  • Employee Stock Purchase Plan (ESPP).
  • Matching donations.
  • Flexible time away plan.
  • Family leave programs.
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