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
ServiceNow is looking for an experienced Pre-Sales Solution Consultant to serve as an IT Operations Management (ITOM) Specialist SC for mid-market customers and prospects. As a member of the Mid-Market Solution Consulting team, the ITOM Specialist SC role is a player/trainer role, which partners with other Mid-Market team members to achieve sales goals and supports ITOM learning and development for other team members. In this role, you will serve as a trusted advisor, helping customers design, architect, and adopt ServiceNow-powered ITOM solutions that drive their business success. Your expertise will ensure that customers achieve their goals and experience the full value of the ServiceNow platform, focusing on modules such as Now Assist for ITOM, Discovery, Service Mapping, and Event Management, with particular emphasis on CMDB and CSDM.
Responsibilities
- Serve as a technical expert in IT Operations Management (ITOM) during the sales process
- Possess strong knowledge of ServiceNow ITOM modules (Now Assist for ITOM, Common Service Data Model (CSDM), Configuration Management Database (CMDB), Discovery, Service Mapping, Certificate Management, Event Management, Service Reliability Management, Health Log Analytics).
- Assist in supporting ITOM learning and development for other Mid-Market SCs.
- Aid in ITOM enablement onboarding new Mid-Market Solution Consultants joining from ServiceNow's SC Academy program.
- Conduct discovery sessions to understand customer needs, challenges, and desired outcomes.
- Develop and demonstrate ITOM-specific solutions while incorporating capabilities across the ServiceNow platform to achieve customer goals.
- Roadmap and support multi-year ITOM strategies with customers.
- Collaborate with the Mid-Market sales teams throughout the sales lifecycle for both new customer acquisition, and growth & expansion of existing customers.
- Provide as-needed technical guidance and support to ensure customer adoption and success, in collaboration with our Implementation Partner eco-system and internal ServiceNow teams focused on customer success.
- Uncover and understand not only the technical needs of clients, but also the outcomes they're looking to achieve to ensure business success.
- Articulate the business benefits and return on investment (ROI) of adopting ServiceNow ITOM solutions to Mid-Market clients, emphasizing how it aligns with their specific needs and goals.
Deliver engaging, thoughtful, and clear presentations and product demos to both technical and non-technical audiences at all levels within Mid-Market
Qualifications
Education:
- Bachelor's degree in Information Systems Management, Engineering, Computer Science, or a related field.
Experience:
- 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.
- 3+ years' experience in pre-sales solution consulting, sales engineering focused on ITOM solutions, or ServiceNow IT Operations Management platform solutions.
- Proven track record of supporting sales teams in retiring quota.
- Deep understanding of the ServiceNow platform, especially ITOM capabilities.
- Strong knowledge of IT operations and management processes.
- Familiarity with ITIL (Information Technology Infrastructure Library)
Technical Skills:
- Understanding of the ServiceNow platform or experience with ITOM is preferred.
- A strong technical understanding of network protocols, IT infrastructure and ecosystems, cloud and microservices architectures, security certificates, and related technologies.
- Ability to understand technical documentation in relation to ITOM topics.
Soft Skills:
- Possesses exceptional communication and presentation skills, effectively conveying complex ideas to diverse audiences.
- Demonstrates empathy and enthusiasm, fostering positive interactions and driving collaborative success.
- Ability to simplify technical concepts to non-technical stakeholders.
- Strong problem-solving skills and a solution-oriented mindset.
- Capable of working with sales, product management, and other teams.
Key Competencies:
A strong grasp of IT technical concepts and the ability to stay updated on emerging technologies within and outside of ServiceNow.
Strongly dedicated to understanding and meeting customer needs.
A focus on identifying and closing growth opportunities while maintaining technical credibility.
Ability to work seamlessly across teams (e.g., sales, engineering, customer success).
Thrives in dynamic environments and can handle shifting priorities with ease.
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
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.
From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.
What the Team is Saying
ServiceNow Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is presented as comprehensive, including medical, dental, vision, disability, life insurance, and an EAP with a defined number of free counseling visits per incident; materials also highlight mental‑health support. This breadth positions core healthcare as a strong pillar of the package.
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Parental & Family Support — Paid parental leave is described as substantial (e.g., 20 weeks for birthing parents and 12 weeks for non‑birthing parents) alongside fertility, adoption assistance, and caregiver resources. This combination signals robust family-oriented support.
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Leave & Time Off Breadth — Time off includes flexible PTO, 12 paid holidays, tenure‑based vacation targets (15/18/20 days by service), and periodic company wellbeing days. Together these create multiple avenues for rest and flexibility.
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What We Do
As the AI platform for business transformation, we're putting AI to work across organizations — freeing people for work that matters. Making old tech work with new tech. Reaching across departments, from the front office to the back office and every office in between. Our ambition? To become the AI defining enterprise software company of the 21st century (or "AI DESCO21C," as we like to call it). With more than 8,400+ customers, we serve approximately 90% of the Fortune 500®, and we're proud to be a Fortune 100 Best Companies to Work For® and World's Most Admired Companies™. Explore your future career with us, visit www.careers.servicenow.com From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.
Why Work With Us
By joining ServiceNow, you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We're committed to helping our people do their best work and live their best lives so we can fulfill our purpose together. At the fastest-growing enterprise software company, you can grow your career faster.
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