Senior Principal Technology Consultant

Job Description The Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

The Expert Services team at Service Now works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Expert Services team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the Service Now platform by getting them to see the value of their Service Now investment.

The Technical Consultant is the functional and technical expert of a customer engagement team – consulting with customers and configuring the Service Now Risk & Resilience products based on configuration leading practices – all with the goal of accelerating and driving customer business outcomes.

• Develop solutions for our customers through technical configuration of the Risk & Resilience products
• Be the technical expert in how to configure best and implement the Risk & Resiliency product portfolio using Service Now leading practices focused on configuration vs. customization
• Articulate the implications of customization and technical debt while consultatively weighing the pros and cons of OOB vs. customization
• Advise customers in their efforts to take advantage of the Service Now Risk solutions’ standard capabilities in their efforts to improve their Risk processes
• Participate in customer design workshops focused on Service Now Platform and Risk solution technology
• 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 (REST/SOAP API, Integration Hub, etc.) with multiple systems
• Develop required workspace components using UIB and otherwise to meet the acceptance criteria
• Prepare all customer-facing deliverables focused on the technology and responsible for the quality of the configured/developed solution
• Juggle multiple and complex projects/initiatives
• Promoting continuous improvement practices for delivery/engagement materials
• Supporting specific services sales activities when required
• Providing training and mentoring to other members of the Service Now delivery team and partner ecosystem upon request
• Up to 30% travel annually, driven by customer needs and internal meetings

• Current active Service Now certifications:
  • Certified System Administrator (CSA)
  • Certified Implementation Specialist in Risk and Compliance (CIS‑RC)
• 10-12 years of Service Now configuration/development experience for complex, highly-capable technologies – inclusive of integrations
• 10-12 years of Service Now Integrated Risk Management (IRM) configuration/development experience configuration/development experience
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) related to the Risk & Resilience solutions, while providing thought leadership to Risk & Resilience sponsors/stakeholders in solving technical problems
• Proficiency in Service Now scripting and Glide Scripting
• Strong interpersonal skills, customer-centric attitude, and ability to deal with cultural diversity
• Proven team player and team builder

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 and their assigned work location. Learn more here. To determine eligibility for a…