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

WHAT YOU GET TO DO IN THIS ROLE:

The Expert Services Principal Technical Consultant is responsible configuring ServiceNow Platform based on leading practices to provide a solution that achieves customer outcomes. The Principal Technical Consultant is the functional and technical expert in customer engagements.

• Apply ServiceNow knowledge and Core Business Workflows (formerly Employee Workflows) domain expertise in customer engagements to provide optimum workflows.
• Participate and sometimes lead workshops with customers to assess current processes and establish future-state processes.
• Design and deliver ServiceNow Core Business Workflows solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.
• Draft user stories and train customers to create their own user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
• Provide oversight and unit testing of code developed by partner or customer employees.
• Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Act as a technical lead on any engagement
• Developing solutions specific to user requirements gathered in workshops.
• Coordinating activities with other developers to ensure that integrations and platform functionality is designed to support the overall project.
• Maintain skills / certifications on HRSD (Human Resources Service Delivery) and/or FSC (Finance and Supply Chain) and/or WSD (Workplace Service Delivery) and/or LSD (Legal Service Delivery) for Core Business Workflows (formerly Employee Workflows).

Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE:

• 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.
• 10+ years experience as part of a professional services organization; or equivalent education/experience
• Ability to travel up to 50%
• Industry domain expertise in Government, Public Services, Financial Services, Healthcare
• Creative with comfort running projects independently
• Success driving complex issues through analysis and resolution
• Proven team builder with the ability to mentor and develop talent
• ServiceNow certifications in aligned workflow
  Additional Information