Sr. Technology Consultant

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. 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.

About the role

The Sr. Technical Consultant is a technical expert on a customer engagement team, consulting with customers and configuring the ServiceNow CRM and Industry Workflow products based on configuration best practices. The goal is to accelerate and drive customer business outcomes by helping them realize the value of their ServiceNow investment.

Responsibilities

• Educate others about the ServiceNow platform by creating white papers and other materials for the ServiceNow community.
• Act as the technical expert on the ServiceNow platform, advising customers on leveraging configurations vs. customizations.
• Support engagement 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 leveraging the ServiceNow platform to transform their current processes.
• Guide customers through ServiceNow capabilities during engagements, including knowledge transfers, process documentation, proof of concepts, and architectural documentation.
• Draft and review user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them.
• Provide ad-hoc oversight and training for the customer’s future system administrators throughout the engagement.
• Serve as a technical development lead, responsible for the development process for partner resources (onshore and offshore) and peers.
• Collaborate with other ServiceNow team members to provide a great customer experience.
• Perform hands-on development on the ServiceNow platform using technologies such as Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more.
• Implement ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, and Generative AI for customers.
• Prepare customer-facing deliverables focused on technology and ensure the quality of configured/developed solutions.
• Manage multiple complex projects and initiatives simultaneously.
• Lead continuous improvement practices for delivery and engagement materials.
• Support specific sales activities as required.
• Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request.
• Collaborate with team members.
• Travel up to 50% annually, driven by customer needs and internal meetings.

Requirements

• At least 4 years of configuration/development experience for complex, highly-capable technologies, including 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.
• 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 comprising 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, and ability to deal with cultural diversity.
• Ability to gain and maintain certifications and adapt to learn new features and capabilities.
• Proven team player and team builder.

Qualifications

Required ServiceNow Certifications (or achieved within first 90 days):

• 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.

Desired ServiceNow Certifications:

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

Pay

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. Individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan and family leave programs.