Job SummaryWe're looking for a ServiceNow Technical Consultant with strong experience in Technology Provider Service Management (TPSM) to join our ServiceNow practice as a technical implementation specialist for customer onboarding, system integrations, and automated testing. You'll support customer implementations end-to-end-ensuring smooth configuration, successful User Acceptance Testing (UAT), and ongoing service delivery and quality.
Role Description- Install and configure ServiceNow integration functionality for both provider and consumer environments.
- Set up vendor catalog items, mappings, and data transformations.
- Configure remote tasks for bi-directional synchronization.
- Apply and maintain the customer onboarding playbook, including associated workflows.
- Validate User Acceptance Testing (UAT) scenarios and baseline functionality.
- Support customer testers and provide instructions and workflow guidance.
- Troubleshoot UAT issues and triage with internal teams as needed.
- Ensure UAT environment readiness and confirm acceptance criteria.
- Build and update test plans and test suites for ongoing development and deployments.
- Support regression testing during upgrades.
- Reduce manual test effort through automation coverage.
- Act as a ServiceNow SME on deployed Technology Provider Service Management (TPSM), functionality to advise on expected solution behaviors and best practices.
- Execute onboarding playbooks and associated workflows.
- Guide customers through testing, including test scenario validation and workflow navigation.
Behaviors and Competencies- Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.
- Adaptability: Can proactively adapt to challenging situations, anticipate changes, and make modifications to meet the demands of changing circumstances.
- Collaboration: Can proactively seek out diverse perspectives, facilitate open communication among team members, and drive toward consensus and action.
- Presenting: Can design and deliver engaging presentations, adapting the content and style to suit the audience, context, and medium.
- Interpersonal Skills: Can communicate effectively, build relationships, resolve conflicts, and influence others in significant situations.
- Willingness to Learn: Can regularly integrate new skills and knowledge into daily work and is open to feedback and making changes accordingly.
- Time Management: Can consistently use time effectively, balance multiple tasks, and meet deadlines.
- Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.
- Analytical Thinking: Can synthesize complex data, identify patterns, draw insights, and present findings clearly and understandably.
- Initiative: Can proactively seek out challenges, initiate projects, and contribute to innovative ideas.
Skill Level Requirements- Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels. - Intermediate
- Comprehensive understanding of the IT lifecycle to ensure efficient management and optimization of resources. - Intermediate
- The ability to understand customer needs, provide tailored solutions, and build strong, long-term customer relationships through a consultative approach. - Intermediate
- Demonstrated deep technical knowledge and proficiency in multiple technology areas to provide expert guidance and solutions. - Intermediate
Other Requirements- 3-5 years of experience supporting ServiceNow or similar CSM and ITSM environments.
- Hands on ServiceNow experience, especially with ServiceNow playbooks, integrations, process mapping, workflows, and catalog configuration.
- Experience supporting UAT, troubleshooting issues, and working with customers.
- Strong skills with Automated Test Framework (ATF) and test automation.
- Excellent communication and problem-solving abilities.
Preferred:- ServiceNow certifications (CSA, CIS-ITSM, Micro-Certification-Integration Hub, etc.)
- Experience implementing, customizing, and supporting ServiceNow modules and features such as Integration Hub, Flow Designer, and cross-instance integrations
- Consulting or customer-facing experience deploying complex multi-platform solutions
The estimated annual pay range for this position is $100,000 - $170,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
