Technical Consultant, Security Operation Workflow

ServiceNow•Austin, TX

10d

About The Position

The Team The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Expert Services 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 Technical Consultant, Security Operation Workflow is the functional and technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow Security Operations products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes. What you get to do in this role: Be the technical expert in how to best support Security Operations by configuring Security Operation Service Delivery using ServiceNow best practices focused on configuration vs. customization Support the engagements efforts for Security Operation 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 Security Operation Solution’s standard capabilities in their efforts to improve their Security Operation processes Lead customer design workshops focused on ServiceNow Platform and Security Operation 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

Requirements

A current ServiceNow Certified System Administrator (CSA) certification.
At least 2 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 Security Operation environment, while providing thought leadership to Security Operation sponsors/stakeholders in solving business process and/or technical problems
Experience with Web Technologies (JSON, HTML, JavaScript, Web Services, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder

Nice To Haves

Candidates who have relevant Solution-Specific Certified Implementation Specialist designations (e.g., CIS-SIR, e.g. CIS-VR, CIS-CSM, etc.) or any ServiceNow Implementation certification.

Responsibilities

Be the technical expert in how to best support Security Operations by configuring Security Operation Service Delivery using ServiceNow best practices focused on configuration vs. customization
Support the engagements efforts for Security Operation 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 Security Operation Solution’s standard capabilities in their efforts to improve their Security Operation processes
Lead customer design workshops focused on ServiceNow Platform and Security Operation 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