Senior Technical Consultant - ServiceNow IT Workflows

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What You'll Do in This Role
As a Senior Technical Consultant - IT Workflows, you will serve as the functional and technical expert on federal customer engagements. You will guide customers in designing, configuring, and optimizing ServiceNow ITSM solutions-focusing on configuration over customization-to accelerate business outcomes and drive IT transformation.
In this role, you will:

• Act as the technical expert for IT Service Delivery, configuring ServiceNow ITSM using best practices.
• Support process definition, re-engineering, and gap analysis during workshops with sponsors and stakeholders.
• Advise customers on how to maximize the out-of-the-box capabilities of ServiceNow ITSM to improve IT processes.
• Lead design workshops focused on ServiceNow platform and ITSM technology.
• Guide customers in completing documentation such as technical requirement workbooks.
• Draft and refine technical user stories, acceptance criteria, testing strategies, and knowledge transfer plans.
• Provide ad-hoc guidance and training to customer system administrators during engagements.
• Lead technical delivery of ServiceNow projects, including oversight of partner-developed components and unit testing.
• Develop integrations (e.g., SSO, LDAP) and portal components.
• Prepare and own all customer-facing technical deliverables, ensuring high quality of the configured/developed solution.
• Serve as a lead member of engagement teams, ensuring successful outcomes.
• Manage multiple, complex initiatives simultaneously.
• Promote continuous improvement in delivery practices and engagement materials.
• Support pre-sales efforts as needed.
• Provide mentoring and training to colleagues and partners in the ServiceNow ecosystem.
• Travel up to 50% annually, based on customer and internal needs.

Qualifications
To succeed in this role, you will bring:

• Experience leveraging or evaluating how AI can be integrated into IT processes (e.g., workflow automation, insights, problem-solving).
• 5+ years of hands-on configuration/development experience with enterprise technologies, including integrations and portals.
• Maintained skills/certifications in CIS-ITSM (and other ServiceNow risk implementation certifications).
• Proven ability to influence and consult with IT sponsors/stakeholders, presenting balanced options with pros/cons to solve technical and business challenges.
• Strong background in Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and SaaS platforms.
• Familiarity with leading enterprise tools and systems such as Office 365, Teams, Workday, Twilio, etc.
• Excellent communication, facilitation, and interpersonal skills with a customer-first mindset.
• Ability to thrive in culturally diverse environments.
• A proven team player and mentor, with experience building strong delivery teams.

Preferred Certifications

• ServiceNow Administrator
• CIS-ITSM
• ITIL v4

FD21
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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