Sr. Technical Consultant, Customer Workflow Products - Expert Implementation Services
Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
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, Customer Workflow is the functional and technical expert of a customer engagement team - consulting with customers and configuring the ServiceNow Customer Workflow 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 on the ServiceNow platform, while advising customers on leveraging configurations vs. customizations.
- Support the engagements efforts for Customer 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 ways they can leverage the ServiceNow platform to transform their current processes.
- Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology
- Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts.
- Drafting and reviewing 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
- Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers.
- Create and maintain architectural documents, process flows, database structures and other technical documentation.
- Work with other members of your ServiceNow team to provide a great experience for our customers.
- Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more.
- 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
- Collaborate with team members
- Up to 50% travel annually, driven by customer needs and internal meetings
*This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.
Qualifications
In order to be successful in this role, we need someone who has:
- At least 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 a customer service environment, while providing thought leadership to Customer Service 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.
- Ability to work in a highly restricted environment and ensure proper security and compliance is being maintained.
- Strong understanding of leading CRM tools and related systems.
- Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment.
- Ability to obtain the following certifications in the first 180 days of employment; Certification System Administrator, Certificated Application Developer, Certified Implementation Specialist - Customer Service Management.
- Ability to adapt to different situations.
- Proven team player and team builder.
- Ability to gain government clearances.
*The posting is intended for Q3 hiring needs.
Additional Information
ServiceNow is an Equal Employment 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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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Work personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
Flexible
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
Remote
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.