Job Description

Company Description

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 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.

The Role

The Pr.Technical Consultant, IT Workflow is the functional and technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow Strategic Portfolio Management (SPM) products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

1. Be the technical expert in how to best support the customer organization by configuring Strategic Portfolio Management using ServiceNow best practices focused on configuration vs. customization
2. Support the engagements efforts for SPM specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
3. Advise customers in their efforts to take advantage of the ServiceNow SPM Solution’s standard capabilities in their efforts to improve their IT processes.
4. Lead customer design workshops focused on ServiceNow Platform and SPM Solution technology
5. Guiding customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
6. Drafting more technically-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
7. Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement
8. Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development
9. Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
10. Develop required integration components (SSO, LDAP, ADO, JIRA, etc.) with multiple systems
11. Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
12. Manage multiple and complex projects/initiatives
13. Promoting continuous improvement practices for delivery/engagement materials
14. Supporting specific sales activities when required
15. Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
16. Up to 50% travel annually, driven by customer needs and internal meetings

Qualifications

To be successful in this role you have:

1. 8+ years experience as part of a professional services organization; or equivalent education/experience
2. At least 5 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
3. Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer organization, while providing thought leadership to organizational sponsors/stakeholders in solving business process and/or technical problems
4. Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
5. Strong understanding with leading IT and related systems and tools such as Office 365, Teams, Workday, JIRA, etc.
6. Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
7. Proven team player and team builder

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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