The Senior Technical Consultant for Technology Workflows is a technical lead responsible for guiding clients through the implementation of ServiceNow’s ITSM and ITOM solutions. This role focuses on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency. The successful candidate will possess deep expertise in field service management, coupled with a strong understanding of customer service workflows, to solve complex client challenges and advocate for customer needs within ServiceNow.
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Key Responsibilities
- Act as the primary technical liaison for projects, representing the development team to customers and ensuring the highest quality of delivered solutions.
- Oversee technical delivery, ensuring alignment with client requirements and ServiceNow best practices for Technology Workflow implementations.
- Define and architect technical solutions at a detailed level, ensuring they align with clients' business needs and technological environments.
- Lead technical onboarding with clients, assessing existing processes and platform configurations to tailor solutions effectively.
- 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.
- Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges.
- Mentor and guide developers and consultants on best practices in technical design and field service management workflows.
Qualifications
- A minimum of 5 years in consulting, configuration, and implementation of complex technologies, with at least 2 years focused on enterprise architecture and technical roadmaps.
- Proven track record in designing and implementing ITSM & ITOM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.
- Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in field service contexts.
- Proficiency in creating architectural designs, solution presentations, and integration strategies, particularly within ITSM & ITOM environments. Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies.
- Must hold or be able to achieve ServiceNow certifications for Customer Service Management and Field Service Management Implementation Specialist, and Certified Technical Architect within the first year.
Required Certifications
- Certified System Administrator
- Certified Implementation Specialist – ITSM, ITOM (within 90 days)
- Certified Technical Architect (within first year)
Work Conditions
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.
