Technology Consultant

ServiceNow•San Diego, CA

10h•Hybrid

About The Position

The Technical Consultant (TC) for ServiceNow is a functional and technical expert within the ServiceNow Expert Services Team, focusing on customer engagement. This role involves consulting with customers and configuring solutions within the ServiceNow Finance & Supply Chain (Source-to-Pay) and Legal Contract Operations Product Lines. These product lines include Sourcing and Procurement Operations (SPO), Supplier Lifecycle Operations (SLO), Accounts Payable Operations (APO), Finance Case Management, Legal Service Delivery (LSD), and Contract Management Solutions. The primary goal is to accelerate and drive customer business outcomes by optimizing and leveraging ServiceNow best practices, with a strong emphasis on configuration over customization. The role supports engagement efforts such as process definition, re-engineering, improvement, and gap analysis through workshops with key customer stakeholders. TCs advise customers on utilizing the standard capabilities of the ServiceNow Solution to enhance their processes, lead design workshops focused on ServiceNow Platform and Solution technology, and guide customers in completing necessary documentation like business requirement workbooks. They also draft technically-focused user stories, define acceptance criteria, develop testing strategies, and manage knowledge transfer. Additionally, TCs provide guidance and oversight to customer system administrators, lead technical aspects of project and solution delivery, sometimes overseeing partner development and unit testing. They are key members of project teams focused on delivering successful customer outcomes, developing integration components (SSO, LDAP, etc.), and portal components. The role requires preparing customer-facing deliverables focused on technology and ensuring the quality of configured/developed solutions. TCs must be able to manage multiple complex projects, promote continuous improvement in delivery materials, support sales activities, and provide training/mentoring to other team members and partners. Travel up to 50% annually may be required.

Requirements

Must be a U.S. Citizen, with ability to obtain and maintain a U.S. Public Trust security clearance.
At least 3+ years of configuring/developing ServiceNow or equivalent solutions exampled below
At least 5+ years of configuration/development experience for complex, highly-capable, Finance, Supply Chain, Source-to-Pay, Legal and/or Contracting technologies – inclusive of integrations with leading ERP solutions
Demonstrated ability to influence and consult (providing options with pros, cons and risks), while providing thought leadership to customer Finance, Supply Chain, Source-to-Pay, Legal and/or Contracting department sponsors/stakeholders in solving business process and/or technical problems
Strong understanding with leading Finance, Supply Chain, Source-to-Pay, Legal and/or Contracting related systems and tools such as SAP ECC, SAP S/4HANA, SAP Ariba, Coupa, Ivalua, Oracle Procurement Cloud, etc.
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder

Nice To Haves

Experience with Finance & Supply Chain Solutions, including Supplier Lifecycle Operations (SLP), Sourcing & Procurement Operations (SPO) and/or Accounts Payable Operations (APO), preferred.
ServiceNow certifications such as a current ServiceNow Certified System Administrator (CSA) certification and ServiceNow Certified Application Developer (CAD) required - ServiceNow Supplier Lifecycle Operaations (SLP) Accreditation, Sourcing & Procurement Operations (SPO) Accreditation, Accounts Payable Operations (APO) Accreditation, and/or Legal Service Delivery Accreditation, preferred.

Responsibilities

Serve as the technical expert in optimizing and leveraging ServiceNow best practices with a strong focus on configuration versus customization.
Support engagement efforts such as specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders, for these specific solutions and domains.
Advise customers in their efforts to take advantage of the ServiceNow Solution’s standard capabilities in their efforts to improve their processes.
Lead customer design workshops focused on ServiceNow Platform and 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.