Technical Consultant, Security Operation Workflow

ServiceNow-posted 4 months ago
Full-time • Mid Level
Austin, TX
5,001-10,000 employees
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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 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.

  • 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.
  • 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.
  • Travel up to 50% annually, driven by customer needs and internal meetings.
  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
  • A current ServiceNow Certified System Administrator (CSA) certification.
  • Relevant Solution-Specific Certified Implementation Specialist designations (e.g., CIS-SIR, CIS-VR, CIS-CSM, etc.) or any ServiceNow Implementation certification preferred.
  • At least 2 years of configuration/development experience for complex, highly-capable technologies – inclusive of integrations and portals.
  • Demonstrated ability to influence and consult in a Security Operation environment, while providing thought leadership to Security Operation sponsors/stakeholders.
  • 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.
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