Principal Technical Consultant-ServiceNow

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.

Join us to put AI to work for people.

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.

Desired ServiceNow Certifications

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.

Responsibilities

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

Requirements

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; 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

Nice to have

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