Sr. Technical Consultant, ITSM Federal - TS Clearance

ServiceNow • Washington, DC

78d • $135,300 - $236,800

About The Position

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

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• United States Top Secret Clearance
• 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 an IT environment, while providing thought leadership to IT 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 IT and related systems and tools such as Teams, Workday, JIRA, etc.
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder

Responsibilities

• Be the technical expert in how to best support IT by configuring IT Service Management Service Delivery using ServiceNow best practices focused on configuration vs. customization
• Support the engagements efforts for IT 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 IT Service Management Solution's standard capabilities in their efforts to improve their IT processes
• Lead customer design workshops focused on ServiceNow Platform and IT Service Management Solution technology
• Guiding customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Drafting more technically-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guides and provides 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
• Promoting continuous improvement practices for delivery/engagement materials
• Supporting specific sales activities when required
• Providing 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

Benefits

• Base pay of $135,300 - $236,800
• Equity (when applicable)
• Variable/incentive compensation
• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 5,001-10,000 employees