The Role

The Sr.Technical Consultant, Expert Services is the functional and technical expert of a customer engagement team – consulting with customers and configuring the Service Now Platform 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:

• Creation and delivery of platform solutions that take in to account long term technical architecture, process design and Service Now technical standards

• Support the engagement efforts related to platform wide process definition, re-engineering, improvement and gap analysis of current/future-state processes and functionality during workshops with key customer sponsors and stakeholders

• Advise customers in their efforts to take advantage of the Service Now Platform capabilities in their efforts to improve their existing processes

• Lead customer design workshops across multiple Service Now platform products and capabilities.

• Guiding customers in completing required documentation such as business requirement workbooks for technical aspects of the solution

• Drafting more technically-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them

• Guides and provides 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, sometimes providing oversight and unit testing of partner resources development

• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes

• Develop required integration components (SSO, LDAP, etc.) with multiple systems

• Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution

• Juggle multiple and complex projects/initiatives

• Promoting continuous improvement practices for delivery/engagement materials

• Supporting specific sales activities when required

• Providing training and mentoring to other members of the Service Now delivery team and partner ecosystem upon request

• Up to 50% travel annually, driven by customer needs and internal meetings

• Active TS/SCI Clearance with Full Scope Polygraph (FSP) Required

• 3 years of experience working in US federal agencies and environment with Service Now Government Community Cloud (GCC).

• 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 AI’s potential impact on the function or industry.

• Service Now security experience including Vault, Edge Encryption and Data Privacy

• Service Now Domain Separation

• At least 5 years of hands-on configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals

• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a complex and varied customer environments, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems

• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies

• Experience with data management, database design, and database concepts

• Experience working with self-hosted installations of the Service Now platform

• Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other widespread enterprise technologies

• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity

• Service Now certifications Certified System Administrator (CSA), Certified Application Developer (CAD)

• Proven team player and team builder

For positions in this location, we offer a base pay of $121,700- $213,000 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.

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 Service Now employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

Service Now 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 law. In 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 globaltalentss@servicenow.com 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

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 — Service Now 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.