Principal Technical Consultant - ITOM

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
Team
Join the Customer Excellence Group Technology Workflows team and collaborate with talented consultants to deliver next-generation solutions for ServiceNow's customers. This team specialises in implementing IT solutions, offering advisory services, adopting best practices, driving innovation, and designing architectures for our clients and partners.
Role
As a Technology Workflows Principal Consultant with expertise in IT Operations Management (ITOM), you will deliver ServiceNow solutions in a client-focused consulting environment.
What you get to do in this role:

• Serve as a thought leader in implementation projects, delivering technical solutions and guidance.
• Configure the ServiceNow Platform and Technology Workflows using best practices to achieve customer goals.
• Lead technical aspects of project and solution delivery, ensuring alignment with ServiceNow standards.
• Facilitate workshops with stakeholders to assess current processes and define future workflows.
• Design and implement ITOM solutions with long-term technical architecture in mind.
• Provide governance and advisory support for partner-led projects.
• Guide clients in leveraging ServiceNow capabilities to enhance business processes.
• Assist in the documentation, including business requirement workbooks for technical solutions.
• Offer feedback to product development for continuous improvement.
• Collaborate with sales teams to scope and estimate project sizes.
• Enhance implementation methodologies and service offerings based on client experiences.
• Travel up to 50% annually, depending on customer needs.

Qualifications
Role Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Solid understanding of the ITIL Model and its application.
• Experience with public/private cloud platforms (AWS, Azure, Google Cloud), containers (Docker, Kubernetes), and enterprise-scale applications (Oracle, WebSphere, Apache).
• Proficiency in scripting languages (JavaScript, Linux Shell, PowerShell, Python) and protocols (HTTP, TCP, SNMP, SOAP, REST, RegEx).
• Familiarity with monitoring platforms (SolarWinds, SCOM, Nagios) and Experience with Event Management tools (Netcool, HPOM, BPPM).
• Strong system administration skills (Unix, Linux, Windows) and network troubleshooting expertise.
• Hands-on experience in installing and configuring Enterprise-scale applications such as Oracle, WebSphere, and Apache.
• Experience with service-oriented and distributed application architecture in the enterprise (web services, data access and persistence, client/server).
• Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective CMDB that adheres to governance standards.
• Understanding of networking functionality, Network Fault Management, and advanced troubleshooting including the ability to gather and analyse raw event data.
• Excellent communication and presentation skills, with the ability to simplify technical concepts for diverse audiences.
• Demonstrated experience in Agile project teams, gathering requirements, and writing user stories.
• Proven ability to influence and consult, delivering tailored solutions aligned with client needs.

We are seeking a committed professional who thrives in a collaborative environment and prioritizes customer satisfaction. If you are passionate about driving innovative IT solutions and making a tangible impact, we encourage you to apply!
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 [email protected] 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.
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