Senior Technical Consultant, IT Operations Management; ITOM Workflow Products Expert Implement

Senior Technical Consultant, IT Operations Management (ITOM) Workflow Products Expert Implementation Services

• Full-time
• Employee Type:
  Regular
• Region: AMS - North America and Canada
• Work Persona:
  Flexible or Remote

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 — Service Now 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.

The Team

The Customer Outcomes team at Service Now works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes 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 Role

The Sr.Technical Consultant,ITOMWorkflow is the functional and technical expert of a customer engagement team – consulting with customers and configuring the Service

NowITOMproductsbased on configuration best practices– all with the goal of accelerating and drivingcustomer business outcomes.

What you get to do in this role:

• Be the technical expert in how to best support ITOM by configuring Configuration Management Database (CMDB), Service Mapping and Discovery capabilities using Service Now best practices focused on configuration vs. customization
• 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 Service Now ITOM Solution’s standard capabilities in their efforts to improve their ITOM capabilities
• Lead customer design workshops focused on Service Now 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
• 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 (SSO, LDAP, etc.) with multiple systems
• Develop required portal components
• Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
• Juggle multiple and complex projects/initiatives
• Supporting specific sales activities when required
• Providing training and mentoring to other members of the Service Now delivery team and partner ecosystem upon request
• 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:

• A current Service Now Certified System Administrator (CSA) certification, and relevant Solution‑Specific Certified Implementation Specialist designations Discovery, Service Mapping and CMDB and/or Micro‑Certifications
• 8+ 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) within ITOM, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Strong understanding with leading ITOM leading…