Sr. Technical Consultant ITOM [IT, Employee, Platform, Customer] Workflow Products Expert Imple[...]

ServiceNow; Santa Clara (CA); On-site; USD 135,000 - 237,000; Full time

Job summary

A leading company in Santa Clara seeks a Sr. Technical Consultant to drive customer outcomes through effective implementation of ServiceNow solutions. The role involves configuring products, leading workshops, and managing projects to enhance client satisfaction and platform adoption. Ideal candidates will have extensive experience in technology configuration and strong interpersonal skills. Join a team dedicated to making the world work better for everyone.

Benefits

Comprehensive Health Plans

Retirement Options

Family Leave Programs

Qualifications

• 8+ years experience in configuring complex technologies.
• Current ServiceNow certifications required.

Responsibilities

• Consult with clients to configure ServiceNow products.
• Lead design workshops and guide clients in documentation.
• Manage multiple complex projects simultaneously.

Skills

Interpersonal Skills

Customer-Focused Attitude

Cultural Sensitivity

Influence and Consult

Education

ServiceNow Certified System Administrator

Solution-Specific Certified Implementation Specialist

Tools

Workday

Oracle

SAP

SuccessFactors

UltiPro

Infor

Job description

Sr. Technical Consultant ITOM [IT, Employee, Platform, Customer] Workflow Products Expert Implementation Services

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. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you will do in this role:

The Customer Outcomes team at ServiceNow collaborates with customers to help them achieve their business outcomes through prescriptive guidance. You will work with customers to drive platform adoption, increase satisfaction, and demonstrate the value of their ServiceNow investment, supporting their business growth.

The Role

The Sr. Technical Consultant for [IT, Employee, Platform, Customer] Workflow is a technical and functional expert within customer engagement teams. You will consult with clients and configure ServiceNow [BU/Portfolio] products following best practices to accelerate and achieve customer business outcomes.

Key responsibilities include:

• Supporting [IT/HR/Customer Service] support by configuring ServiceNow solutions using best practices focused on configuration rather than customization.
• Facilitating process definition, re-engineering, and gap analysis through workshops with stakeholders.
• Advising clients on leveraging standard ServiceNow capabilities to improve their processes.
• Leading design workshops focused on ServiceNow platform and solution technology.
• Guiding clients in documenting business requirements and creating technical user stories with acceptance criteria and testing strategies.
• Providing training and oversight for future system administrators.
• Leading technical project delivery, including oversight and testing of partner contributions.
• Developing integrations (e.g., SSO, LDAP) and portal components.
• Delivering high-quality customer-facing documentation and solutions.
• Managing multiple complex projects simultaneously.
• Supporting sales activities as needed.
• Mentoring team members and partners.
• Traveling up to 50% annually based on project needs.

Qualifications

To succeed in this role, you should have:

For PTC:

• Current ServiceNow Certified System Administrator (CSA) and Solution-Specific Certified Implementation Specialist (e.g., CIS-ITSM, CIS-HRSD, CIS-CSM) certifications, including micro-credentials.
• At least 8+ years of experience in configuring/developing complex technologies, including integrations and portals.
• Ability to influence and consult within [IT/HR/Customer Service], providing options with clear pros, cons, and risks.
• Strong understanding of leading [IT/HR/Customer Service] systems like Workday, Oracle, SAP, SuccessFactors, UltiPro, Infor, etc.
• Excellent interpersonal skills, customer-focused attitude, and cultural sensitivity.
• Proven team player and leader.

For STC:

• Current ServiceNow CSA and relevant Solution-Specific Certifications.
• Minimum 5 years of relevant configuration/development experience.
• Ability to influence and provide technical guidance.
• Knowledge of leading HR/IT systems.
• Strong interpersonal and team skills.

For TC:

• Current CSA and relevant certifications.
• 1-3 years of experience in configuration/development.
• Ability to influence and consult.
• Knowledge of leading systems.
• Strong interpersonal skills.

For ATC:

• Experience with technologies, including integrations and portals.
• Strong interpersonal and team skills.

FD21

Position compensation ranges from $135,300 to $236,800, plus benefits, equity, and incentives, depending on location and experience. We offer comprehensive health plans, retirement options, and family leave programs.

Additional Information

We promote flexible work arrangements based on role requirements. Learn more here.

Equal Opportunity Employer

ServiceNow is committed to diversity and inclusion. We consider all qualified applicants without discrimination.

Accommodations

If you need accommodations during the application process, contact [e-mail].

Export Control Regulations

Employment may be contingent upon export license approvals for roles with access to controlled technology.

ServiceNow, based in Santa Clara, CA, develops cloud solutions for digital workflows and is recognized for innovation.