ServiceNow Consultant for Implementations

About Us

SHI International Corp., established in 1989, is dedicated to helping organizations transform through cutting-edge technology. As a $16 billion global provider, we continue to grow and are proud to serve over 17,000 organizations worldwide.

Join Our Team!

• Commitment to Diversity: We pride ourselves on being the largest minority- and woman-owned enterprise in the U.S.
• Professional Growth: We offer ongoing opportunities for leadership development and advancement.
• Comprehensive Benefits: Enjoy health, wellness, and financial benefits that provide peace of mind for you and your loved ones.
• State-of-the-Art Facilities: Access the latest technologies and work in world-class facilities whether in-office or remote.

Position Overview

We are looking for a skilled ServiceNow Consultant specializing in Technology Provider Service Management (TPSM) to enhance our ServiceNow practice. In this pivotal role, you will manage customer onboarding, configure integration systems, and facilitate automated testing. Your expertise will ensure efficient configuration, a smooth User Acceptance Testing (UAT) process, and exceptional service delivery.

Key Responsibilities

• Install and configure ServiceNow integration functionalities for both provider and consumer environments.
• Set up vendor catalog items, mappings, and data transformations.
• Configure remote tasks for bi-directional synchronization.
• Implement the customer onboarding playbook and associated workflows.
• Validate UAT scenarios, ensuring functionality meets the baseline.
• Guide customer testers with clear instructions and workflow support.
• Troubleshoot UAT issues, collaborating with internal teams as needed.
• Ensure the UAT environment is prepared and acceptance criteria are validated.
• Create and refine test plans and suites for ongoing development and releases.
• Support regression testing during upgrades.
• Enhance automation to reduce manual testing efforts.
• Serve as a ServiceNow Subject Matter Expert on TPSM functionalities, advising on expected behaviors and best practices.
• Execute onboarding playbooks, ensuring adherence to workflows.
• Assist customers in testing, validating scenarios, and navigating workflows.

Essential Competencies

• Effective Communication: Clearly convey complex ideas to diverse audiences, fostering a culture of open dialogue.
• Adaptability: Respond proactively to challenges and changes, showcasing agility in evolving circumstances.
• Collaboration Skills: Seek varied perspectives and promote teamwork for collective decision-making.
• Presentation Skills: Design and deliver engaging presentations tailored for different audiences.
• Interpersonal Skills: Build strong relationships, address conflicts, and influence others positively.
• Continuous Learning: Integrate new skills and embrace feedback for growth.
• Time Management: Efficiently prioritize tasks to meet deadlines.
• Organizational Skills: Coordinate multiple projects and effectively delegate as necessary.
• Analytical Thinking: Analyze complex data, identify trends, and communicate insights effectively.
• Proactive Initiative: Seek new challenges and contribute innovative ideas.

Qualifications

• 3-5 years of experience in supporting ServiceNow or similar CSM and ITSM environments.
• Hands-on experience with ServiceNow, including playbooks, integrations, process mapping, workflows, and catalog configuration.
• Experience with UAT support, troubleshooting issues, and collaborating with customers.
• Strong skills in Automated Test Framework (ATF) and test automation methodologies.
• Excellent communication and problem-solving skills.

Preferred Background

• ServiceNow certifications (CSA, CIS-ITSM, Micro-Certification-IntegrationHub, etc.)
• Experience customizing and supporting ServiceNow modules, including IntegrationHub and Flow Designer.
• Consulting experience with complex, multi-platform deployment solutions.

The expected annual pay range for this role is $100,000 - $170,000, inclusive of base salary and bonuses. Compensation is determined by job-related knowledge, skills, experience, and location, and may vary among individuals. Benefits include medical, vision, dental, 401K, and flexible spending options.

We are an Equal Employment Opportunity employer - M/F/Disability/Protected Veteran Status.