Senior Implementation Consultant

At ServiceNow, our people have a passion for learning, building, and innovating. Job Description

We're looking for a Senior Implementation Consultant to join our Customer Outcomes team. As a member of this team, you will work with our customers to drive consumption, adoption, and customer satisfaction, ultimately helping them grow their business on the ServiceNow platform.

• Be the technical expert in how to best support ITOM by configuring Configuration Management Database (CMDB), Service Mapping, and Discovery capabilities using ServiceNow best practices focused on configuration.
• SUPPORT THE ENGAGEMENTS EFFORTS FOR ITOM-SPECIFIC PROCESS DEFINITION, RE-ENGINEERING, IMPROVEMENT AND GAP ANALYSIS OF CURRENT/FUTURE-STATE PROCESSES DURING WORKSHOPS WITH KEY CUSTOMER SPONSORS AND STAKEHOLDERS
• Advise customers in their efforts to take advantage of the ServiceNow ITOM Solution's standard capabilities in their efforts to improve their ITOM capabilities

Key responsibilities include:

• Lead customer design workshops focused on ServiceNow Platform and ITOM Solution technology
• 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
• Guide and provide 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
• 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
• Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
• Up to 50% travel annually, driven by customer needs and internal meetings

Requirements:

• A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations Discovery, Service Mapping and CMDB and/or Micro-Certifications
• At least 3 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 within ITOM, while providing thought leadership to 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.) Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity

The compensation package includes a base pay of $135,300-$236,800, equity (when applicable), variable/incentive compensation, and benefits.