Principal Technical Consultant-ServiceNow

ServiceNow, Inc.

Chicago (IL)

On-site

USD 149,000 - 261,000

Full time

5 days ago

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Benefits offered by this job

Health plans

401(k) with company match

Employee Stock Purchase Plan (ESPP)

Flexible time away

Family leave programs

Matching donations

Job summary

ServiceNow, Inc. is seeking a Principal Technical Consultant to join our Expert Services team in Chicago, IL.

You will serve as a technical expert, guiding customers through ServiceNow CRM and Industry workflows, and leading engagements that accelerate business outcomes with configuration, development, and best-practice governance. You will drive solutions across AI capabilities (Virtual Agent, AI Search, Task Intelligence) and modern web technologies, mentor peers, and ensure successful

Qualifications

At least 7 years of configuration/development experience for complex, highly-capable technologies with integrations and portals.
Ability to influence and consult in a customer service environment with thought leadership.
Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, LDAP, SSO) and SaaS technologies.
Understanding of AI Models, Deep Learning, and Generative AI.
Experience with ServiceNow Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
Strong understanding of data compliance standards (PII/PHI).
Experience in Field Service including work orders, territory management, maintenance plans, asset management.
Certification readiness for ServiceNow (admin, CS management, Field Service, Customer Service).
Ability to adapt to new features and be a team player.

Responsibilities

Educate others about the ServiceNow platform by creating white papers and materials for the community.
Be the technical expert on the ServiceNow platform, advising on configurations versus customizations.
Lead workshops with customer sponsors to map current and future processes for Field Service and related apps.
Advise customers on leveraging the ServiceNow platform to transform processes.
Provide knowledge transfer, architecture documentation, and testing strategies.
Draft and review user stories and acceptance criteria for developed solutions.
Guide customer system administrators and mentor team members throughout engagements.
Lead development efforts for partner resources and ensure quality of configurations and code.
Collaborate with the ServiceNow team to deliver excellent customer experiences.
Travel up to 50% as needed for customer engagements.

Skills

Configuration/development

Consulting

Web technologies

AI/Generative AI

Data compliance (PII/PHI)

Certification readiness

Team leadership

Tools

REST

JavaScript

HTML

CSS

Flow Designer

SSO

Mid-servers

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 8,000 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.

Join us to put AI to work for people.

Principal Technical Consultant

The Team

The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the 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 Principal Technical Consultant is a technical expert as of a customer engagement team – consulting with customers and configuring the ServiceNow CRM and Industry Workflow 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:

Educate others about the ServiceNow platform by creating white papers and other materials that can be shared with our ServiceNow community.
Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. Customizations.
Support the engagements efforts for Field Service-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
Advise customers on ways they can leverage the ServiceNow platform to transform their current processes.
Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation.
Drafting and reviewing 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
Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers.
Work with other members of your ServiceNow team to provide a great experience for our customers.
Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more.
Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers
Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
Juggle multiple and complex projects/initiatives
Leading continuous improvement practices for delivery/engagement materials
Supporting specific sales activities when required
Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
Collaborate with team members
Up to 50% travel annually, driven by customer needs and internal meetings

In order to be successful in this role, we need someone who has:

At least 7 years of 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 customer service environment, while providing thought leadership to Field Service 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
Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI.
Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
Strong understanding and ability to consult on data compliance standards such as PII/PHI
Experience creating recommendations that comprise of multiple complex solution components.
Experience and knowledge of Field Service including: work order management, assignment considerations, territory management, maintenance plans, asset management, part/crews/time management and common systems of integration.
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Ability to gain and maintain certifications
Ability to adapt and learn new features and capabilities
Proven team player and team builder

Certification Requirements:

Required ServiceNow Certifications or achieved within first 90 days:

Certified System Administrator (required or must achieve within the first 60 days)
Certified Implementation Specialist – Field Service Management
Certified Implementation Specialist – Customer Service Management
Certified Application Developer

Desired ServiceNow Certifications:

Certified Technical Architect (required or must achieve in first year)
Certified ITSM, ITOM

Additional information

For positions in this location, we offer a base pay of $148,900 - $260,600 , 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 ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here (https://careers.servicenow.com/life-at-servicenow#workpersonas) . 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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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), 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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