ServiceNow

Principal Technical Consultant-ServiceNow

ServiceNow • $148K — $260K *
San Diego, CA 92154In-Person
Enterprise Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 7+ years of experience in configuration/development for complex technologies with integrations and portals
  • Proven ability to influence and consult in a customer service environment
  • Strong knowledge of web technologies and SaaS
  • Understanding of AI and generative AI models
  • Experience with ServiceNow AI functionalities is highly valued
  • Knowledge of data compliance standards (PII/PHI)
  • Experience with Field Service processes and integration systems

Responsibilities

  • Educate others about ServiceNow through white papers and community materials
  • Serve as the technical expert, advising customers on configurations vs. customizations
  • Support process definition and improvement workshops with customers
  • Advise on leveraging ServiceNow for process transformation
  • Guide customers through capabilities during various engagement stages
  • Draft and review user stories and acceptance criteria
  • Provide training for customers’ future system administrators
  • Lead the development process for onshore and offshore resources
  • Conduct hands-on development using ServiceNow technologies
  • Implement advanced AI solutions for customers
  • Prepare customer-facing deliverables and ensure solution quality
  • Manage multiple complex projects simultaneously
  • Promote continuous improvement in delivery practices
  • Support sales activities as needed
  • Mentor team members and partners
  • Collaborate effectively with team members
  • Travel up to 50% as required

Benefits

  • Comprehensive health plans including flexible spending accounts
  • 401(k) plan with company match
  • Employee stock purchase plan (ESPP)
  • Matching donations program
  • Flexible time away and family leave programs
  • Support for work-life balance with flexible work personas
Full Job Description
Job Description

Principal Technical Consultant

The Team

The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the 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 Principal Technical Consultant is a technical expert as of a customer engagement team - consulting with customers and configuring the ServiceNow CRM and Industry 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:
  • Educate others about the ServiceNow platform by creating white papers and other materials that can be shared with our ServiceNow community.
  • Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. Customizations.
  • Support the engagements 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 ways they can leverage the ServiceNow platform to transform their current processes.
  • Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation.
  • 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.
  • 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.
  • Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers
  • Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
  • Juggle multiple and complex projects/initiatives
  • Leading 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


Qualifications

In order to be successful in this role, we need someone who has:
  • At least 7 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 Field 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
  • 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 that comprise of 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, ability to deal with cultural diversity
  • Ability to gain and maintain certifications
  • Ability to adapt and learn new features and capabilities
  • Proven team player and team builder

Certification Requirements:

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

Additional information

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. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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