Principal Technical Consultant, Federal

Job Description

We are seeking a Principal Technical Consultant to join our Customer Outcomes team at ServiceNow. As a key member of our team, you will work closely with customers to help them achieve their business outcomes by providing prescriptive guidance. The Team

You will be part of a dynamic team that works with customers to drive consumption, adoption, and customer satisfaction. Our goal is to help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment. What You'll Do in This Role

As a Principal Technical Consultant - ITSM, 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.

• 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