ServiceNow - ServiceNow IT Service Management (ITSM) - Senior -Tech Cons - Open Location

About the role

You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.

Responsibilities

• Interacting with business stakeholders to evaluate business models and processes.
• Analyzing newly implemented technology solutions to verify they meet business requirements.
• Collaborating with technical teams to design and deliver system architecture solutions.

Requirements

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline
• Typically, no less than 2 - 4 years relevant ServiceNow ITSM project experience
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD)
• Minimum of 1 of the following ServiceNow certifications:
• ServiceNow Certified Implementation Specialist – ITSM
• 3+ years of Big 4 or equivalent consulting experience
• Excellent soft skills – communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization
• Experience leading teams and supervising others
• A driver’s license valid in the U.S.
• Ability to travel to meet client needs

Qualifications

• A current ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)
• Performance analytics and reporting experience – certifications are a plus
• ServiceNow Certified Implementation Specialist – Data Foundations or HAM or SAM
• Experience in ServiceNow’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower)

Skills and attributes for success

• Act as a workstream lead across all aspects of a ServiceNow ITSM project and solution delivery including but not limited to design, configuration/development, testing and deployment phases
• Ability to manage and mentor a multi-disciplinary team of 3-5 resources including offshore resources (e.g., consultants, developers, and testers)
• Provide guidance and industry leading practice expertise for ServiceNow ITSM process implementations, including how specific business objectives can be met through process and technology transformation
• Ability to analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps
• Ability to advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes
• Current knowledge of ServiceNow AI capabilities for ITSM, including Now Assist, Virtual Agent, Predictive Intelligence, AI Search, AI Agents, and AI Control Tower
• Ability to identify and advise clients on practical AI-enabled ITSM use cases, including incident triage, ticket summarization, knowledge recommendations, self-service automation, and service desk productivity
• Ability to translate ServiceNow AI capabilities into measurable business outcomes, including faster resolution, improved employee experience, reduced manual effort, and stronger service operations
• Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources
• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs
• Ability to create high quality deliverables and project artifacts

Pay

$102,500 to $187,900 base salary range for all geographic locations in the US, and $122,900 to $213,400 for the New York City Metro Area, Washington State and California (excluding Sacramento).

Schedule

Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year.