Principal Technology Consultant (ITOM Expert) Top Secret Clearance Required

Join to apply for the Principal Technology Consultant (ITOM Expert) Top Secret Clearance Required role at ServiceNow

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

The Team & The Role

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. The Principal Technical Consultant, IT 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 – to accelerate and drive customer business outcomes. What You Get To Do In This Role

• Be the technical expert in configuring ITOM Service Delivery using ServiceNow best practices focused on configuration vs. customization
• Support engagement efforts for ITOM areas such as Discovery, CMDB, Event Management, Service Mapping, integrations, re‑engineering, and gap analysis during workshops with key stakeholders
• Advise customers to take advantage of the ServiceNow ITOM Solution's standard capabilities to improve their IT processes
• Lead customer design workshops focused on ServiceNow Platform and ITOM Solution technology
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Draft technically‑focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• 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, including oversight and unit testing of partner resources development
• Serve as a lead member of an overall engagement project team focused on delivering successful customer outcomes
• Develop required integration components (SSO, LDAP, etc.) with multiple systems
• Develop required portal components
• Prepare all customer‑facing deliverables focused on technology and ensure quality of configured/developed solution
• Juggle multiple complex projects and initiatives
• Promote continuous improvement practices for delivery and 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
• Travel up to 50% of the time annually, driven by customer needs and internal meetings Qualifications
• Top Secret Clearance or above
• At least 5 years of configuration/development experience for complex, highly‑capable technologies – including integrations and portals
• Demonstrated ability to influence and consult in an IT environment, providing options with pros, cons, and risks, and offering thought leadership to IT sponsors and stakeholders
• Experience with web technologies (XML, HTML, JavaScript, web services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and SaaS technologies
• Strong understanding of leading IT and related systems such as Office 365, Teams, Workday, Twilio, etc.
• Strong interpersonal skills, customer‑centric attitude, and ability to work across cultural diversity
• Proven team player and team builder

For positions in this location, we offer a base pay of $135,300–$236,800 plus equity (when applicable), variable/incentive compensation, and benefits. Sales positions generally offer a competitive on‑target‑earnings structure. Health plans, flexible spending accounts, a 401(a) plan with company match, ESPP, matching donations, a flexible time‑away plan, and family leave programs are also available. 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, gender identity, marital status, veteran status, or any other protected category. Accommodations

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 for assistance. Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, ServiceNow may need to obtain export‑control approval from government authorities for certain individuals. Employment is contingent upon obtaining any required export license or approval.

J-18808-Ljbffr