Principal Technical Consultant – IT Workflows

Principal Technical Consultant ServiceNow IT Workflows

• Full-time
• Employee Type: Regular
• Region: North America and Canada
• Work Persona: Flexible or Remote

ServiceNow is a global market leader bringing innovative AI-enhanced technology to over 8,100 customers. Our intelligent cloud-based platform connects people, systems, and processes empowering organizations to find smarter, faster, and better ways to work.

The Customer Outcomes team works with customers to achieve business outcomes by providing prescriptive guidance. As part of this team you will work with our customers to drive consumption adoption and customer satisfaction ultimately helping them grow their business on the ServiceNow platform.

You will serve as the functional and technical expert on federal customer engagements guiding 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.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving.
• Experience leveraging or evaluating how AI can be integrated into IT processes e.g. workflow automation insights problem-solving.
• Active U.S. TS/SCI clearance.
• 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.
• 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