Technical Consultant

The Role The Principal Technical Consultant, Expert Services is the functional and technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow Platform 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: Creation and delivery of platform solutions that take in to account long term technical architecture, process design and ServiceNow technical standards; Support the engagement efforts related to platform wide process definition, re-engineering, improvement and gap analysis of current/future-state processes and functionality during workshops with key customer sponsors and stakeholders; Advise customers in their efforts to take advantage of the ServiceNow Platform capabilities in their efforts to improve their existing processes; Lead customer design workshops across multiple ServiceNow platform products and capabilities; Guiding customers in completing required documentation such as business requirement workbooks for technical aspects of the solution; Drafting more technically-focused 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; Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources development; Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes; Develop required integration components (SSO, LDAP, etc.) with multiple systems; Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution; Juggle multiple and complex projects/initiatives; Promoting 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.