Principal Technical Consultant – ServiceNow ITSM (Federal- TS Clearance)

The Team

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

What Youll 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 solutionsfocusing on configuration over customizationto 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.

Qualifications :

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. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• Experience leveraging or evaluating how AI can be integrated into IT processes (e.g. workflow automation insights problem-solving).
• Active U.S. TS 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.
• Strong background in Web Technologies (XML HTML JavaScript Web Services Bootstrap CSS middleware LDAP SSO etc.) and SaaS platforms.
• 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

FD21

For positions in this location we offer a base pay of $162600 - $284600 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. 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 including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time