Senior Technical Consultant, IT Operations Management

OverviewIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. 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 connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. Join us as we pursue our purpose to make the world work better for everyone.The TeamThe Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. You will work with our customers to drive consumption, adoption, and customer satisfaction and help them grow their business on the ServiceNow platform by demonstrating the value of their ServiceNow investment.The RoleThe Sr.Technical Consultant, ITOM Workflow is the functional and technical expert of a customer engagement team — consulting with customers and configuring the ServiceNow ITOM products based on configuration best practices, with the goal of accelerating and driving customer business outcomes.What you get to do in this roleBe the technical expert in how to best support ITOM by configuring Configuration Management Database (CMDB), Service Mapping and Discovery capabilities using ServiceNow best practices focused on configuration vs. customizationSupport the engagements efforts for ITOM-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholdersAdvise customers in their efforts to take advantage of the ServiceNow ITOM Solution’s standard capabilities to improve their ITOM capabilitiesLead customer design workshops focused on ServiceNow Platform and ITOM Solution technologyGuide customers in completing required documentation such as business requirement workbooks for technical aspects of the solutionDraft technically-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving themProvide ad-hoc oversight/training for the customer’s future system administrators throughout the engagementLead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resourcesBe a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomesDevelop required integration components (SSO, LDAP, etc.) with multiple systemsDevelop required portal componentsPrepare all customer-facing deliverables focused on the technology and responsible for the quality of the configured/developed solutionManage multiple and complex projects/initiativesPromote continuous improvement practices for delivery/engagement materialsSupport specific sales activities when requiredProvide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon requestTravel up to 50% annually, driven by customer needs and internal meetingsQualificationsIn order to be successful in this role, we need someone who has:A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations for Discovery, Service Mapping and CMDB and/or Micro-Certifications8+ years of configuration/development experience for complex, highly-capable technologies – inclusive of integrations and portalsDemonstrated ability to influence and consult in ITOM, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problemsExperience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologiesStrong understanding of ITOM leading practices and related systems and tools such as CMDB, integrations and event managementStrong interpersonal skills, customer-centric attitude, ability to work with cultural diversityProven team player and team builderWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and their 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 EmployerServiceNow 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.AccommodationsWe 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 globaltalentss@servicenow.com for assistance.Export Control RegulationsFor 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.From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. #J-18808-Ljbffr