Overview
Remote
On Site
Full Time
Skills
IT Asset Management
Artificial Intelligence
Cloud Computing
Customer Satisfaction
Workflow
Customer Engagement
Service Delivery
Customization
Process Modeling
Gap Analysis
Documentation
Technical Drafting
User Stories
Test Strategy
Knowledge Transfer
Project Delivery
Unit Testing
Web Portals
Customer Facing
Continuous Improvement
Sales
Training
Mentorship
PTC
IT Service Management
Thought Leadership
Business Process
Customer Service
Workday
Oracle
PeopleSoft
SAP
SuccessFactors
UltiPro
Infor
XML
HTML
JavaScript
Web Services
Bootstrap
Cascading Style Sheets
Middleware
LDAP
SSO
SaaS
Personas
Law
Legal
ServiceNow
Media
Intellectual Property
IP
Job Details
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.
Job Description
What you get to do in this role:
The Customer Outcomes team at ServiceNow 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 ServiceNow platform by getting them to see the value of their ServiceNow investment.
The Team
The Customer Outcomes team at ServiceNow 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 ServiceNow platform by getting them to see the value of their ServiceNow investment.
The Role
The Sr. Technical Consultant, [IT, Employee, Platform, Customer] Workflow is the functional and technical expert of a customer engagement team - consulting with customers and configuring the ServiceNow [BU/Portfolio] products based on configuration best practices - all with the goal of accelerating and driving customer business outcomes.
What you get to do in this role:
Be the technical expert in how to best support [IT/HR/Customer Service/etc.] by configuring [BU/Portfolio] Service Delivery using ServiceNow best practices focused on configuration vs. customization
Support the engagements efforts for [IT/HR/Customer Service/etc.]-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 ServiceNow [BU/Portfolio] Solution's standard capabilities in their efforts to improve their [IT/HR/Customer Service/etc.] processes
Lead customer design workshops focused on ServiceNow Platform and [BU/Portfolio] 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
Promoting 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
Up to 50% travel annually, driven by customer needs and internal meetings
Qualifications
To be successful in this role you have:
FOR PTC:
A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations (e.g., CIS-ITSM, e.g. CIS-HRSD, CIS-CSM, etc.) and/or Micro-Certifications
At least 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) in an [IT/HR/Customer Service/etc.] environment, while providing thought leadership to [IT/HR/Customer Service/etc.] 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
Strong understanding with leading [IT/HR/Customer Service/etc.] and related systems and tools such as XXX [HR examples: Workday, Oracle / PeopleSoft, SAP / SuccessFactors, UltiPro, Infor, etc.]
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder
FOR STC:
A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations (e.g., CIS-ITSM, e.g. CIS-HRSD, CIS-CSM, etc.) and/or Micro-Certifications
At least 5 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 an [IT/HR/Customer Service/etc.] environment, while providing thought leadership to [IT/HR/Customer Service/etc.] 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
Strong understanding with leading [IT/HR/Customer Service/etc.] and related systems and tools such as XXX [HR examples: Workday, Oracle / PeopleSoft, SAP / SuccessFactors, UltiPro, Infor, etc.]
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder
FOR TC:
A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations (e.g., CIS-ITSM, e.g. CIS-HRSD, CIS-CSM, etc.) and/or Micro-Certifications
At least 1-3 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 an [IT/HR/Customer Service/etc.] environment, while providing thought leadership to [IT/HR/Customer Service/etc.] 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
Strong understanding with leading [IT/HR/Customer Service/etc.] and related systems and tools such as XXX [HR examples: Workday, Oracle / PeopleSoft, SAP / SuccessFactors, UltiPro, Infor, etc.]
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder
FOR ATC:
Configuration/development experience with technologies - preferably inclusive of integrations and portals
Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder
We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.
Additional Information
Work Personas
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 ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
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.
Job Description
What you get to do in this role:
The Customer Outcomes team at ServiceNow 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 ServiceNow platform by getting them to see the value of their ServiceNow investment.
The Team
The Customer Outcomes team at ServiceNow 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 ServiceNow platform by getting them to see the value of their ServiceNow investment.
The Role
The Sr. Technical Consultant, [IT, Employee, Platform, Customer] Workflow is the functional and technical expert of a customer engagement team - consulting with customers and configuring the ServiceNow [BU/Portfolio] products based on configuration best practices - all with the goal of accelerating and driving customer business outcomes.
What you get to do in this role:
Be the technical expert in how to best support [IT/HR/Customer Service/etc.] by configuring [BU/Portfolio] Service Delivery using ServiceNow best practices focused on configuration vs. customization
Support the engagements efforts for [IT/HR/Customer Service/etc.]-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 ServiceNow [BU/Portfolio] Solution's standard capabilities in their efforts to improve their [IT/HR/Customer Service/etc.] processes
Lead customer design workshops focused on ServiceNow Platform and [BU/Portfolio] 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
Promoting 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
Up to 50% travel annually, driven by customer needs and internal meetings
Qualifications
To be successful in this role you have:
FOR PTC:
A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations (e.g., CIS-ITSM, e.g. CIS-HRSD, CIS-CSM, etc.) and/or Micro-Certifications
At least 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) in an [IT/HR/Customer Service/etc.] environment, while providing thought leadership to [IT/HR/Customer Service/etc.] 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
Strong understanding with leading [IT/HR/Customer Service/etc.] and related systems and tools such as XXX [HR examples: Workday, Oracle / PeopleSoft, SAP / SuccessFactors, UltiPro, Infor, etc.]
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder
FOR STC:
A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations (e.g., CIS-ITSM, e.g. CIS-HRSD, CIS-CSM, etc.) and/or Micro-Certifications
At least 5 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 an [IT/HR/Customer Service/etc.] environment, while providing thought leadership to [IT/HR/Customer Service/etc.] 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
Strong understanding with leading [IT/HR/Customer Service/etc.] and related systems and tools such as XXX [HR examples: Workday, Oracle / PeopleSoft, SAP / SuccessFactors, UltiPro, Infor, etc.]
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder
FOR TC:
A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations (e.g., CIS-ITSM, e.g. CIS-HRSD, CIS-CSM, etc.) and/or Micro-Certifications
At least 1-3 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 an [IT/HR/Customer Service/etc.] environment, while providing thought leadership to [IT/HR/Customer Service/etc.] 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
Strong understanding with leading [IT/HR/Customer Service/etc.] and related systems and tools such as XXX [HR examples: Workday, Oracle / PeopleSoft, SAP / SuccessFactors, UltiPro, Infor, etc.]
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder
FOR ATC:
Configuration/development experience with technologies - preferably inclusive of integrations and portals
Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder
We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.
Additional Information
Work Personas
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 ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.