Senior Technical Consultant for ITSM

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

Team

Come join the Customer Outcomes IT Workflow team and work with a talented group of consultants building out next generation solutions for ServiceNow’s customers. This team is responsible for the implementation, advisory, best practices, innovation, and architecture for our customers and partners, focusing on IT solutions.

Role

ServiceNow is currently seeking a Senior Technical Consultant with a focus on IT Service Management to be responsible for the successful delivery of ServiceNow's solutions and services in a client consulting environment.

What You Get To Do In This Role

The Senior Technical Consultant is a key member of the overall implementation project team and expected to deliver thought leadership in challenging situations. You will be responsible to develop, invest and maintain thought leadership with deep subject matter expertise related to ITSM product capabilities and complimentary technologies in a client-consulting environment including but not limited to: Incident, Problem, Change, Service Request, Configuration, Knowledge, Service Level Management and Service Portfolio Management.

Lead all technical aspects of project delivery and solution delivery

• Creation and delivery of solutions for clients addressing requirements through technical architecture in consideration of process design, ServiceNow Technical Best Practice and Standards
• Ensure technical deliverables to Customer Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes
• Lead requirement gathering workshops to identify use cases and value-based acceptance criteria
• Configuration of the application, workflows and UI
• Development of required integration components (REST, SSO, LDAP, etc)
• Drive the continuous improvement of our implementation methodology and service offerings based on client experiences
• Mentor field resources in implementation methodology, configuration and best practices for the ITSM application suite
• Collaborate and contribute to the creation, deployment and maintenance of Technical Best Practices and Standards
• Achieve IT Workflow Practice and individual KPI’s and Metrics as defined
• Up to 50% travel annually, driven by customer needs
  

Qualifications

For all consulting roles with ServiceNow, all applicants require:

Consultancy Skills

• Exceptional communication and presentation skills to include technical and business concepts.
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership in solving business processes and/or technical problems during project delivery
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.
• Proven team player and team builder.
• Proven consulting experience as a key technical resource leading the development and delivery of ITSM solutions in client environments.
• Committed to customer satisfaction and ensures that actions contribute towards a positive client experience by delivering the required business outcomes.
• Active listener, respecting others' point of view and takes ownership of contributing the required input whilst demonstrating strong communication skills (written, interpersonal and presentational)
  

Other Qualifications

• 3+ years working in the ITSM or IT services / consulting industry
• Experience of ITIL, minimum foundation level, ideally higher. Knowledge of other frameworks such as COBIT, IT4IT beneficial.
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc) and working in a SaaS environment.
• Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other such technologies.
• Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles.
• Must have native or fluent proficiency in both spoken and written English
  

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

Additional Information

ServiceNow is an Equal Employment 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.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.