Company DescriptionIt 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 DescriptionThe RoleThe 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 standardsSupport 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 stakeholdersAdvise customers in their efforts to take advantage of the ServiceNow Platform capabilities in their efforts to improve their existing processesLead 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 solutionDrafting more technically-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving themGuides and provides ad-hoc oversight/training for the customer's future system administrators throughout the engagementLead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources developmentBe a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomesDevelop required integration components (SSO, LDAP, etc.) with multiple systemsPrepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solutionJuggle multiple and complex projects/initiativesPromoting continuous improvement practices for delivery/engagement materialsSupporting specific sales activities when requiredProviding training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request QualificationsQualificationsActive TS/SCI Clearance with Full Scope Polygraph (FSP)5+ years of experience working within or directly supporting US federal agencies, with strong familiarity with classified environment constraints (self-hosted infrastructure, offline release cycles, accreditation processes, cross-domain solutions)8+ years of hands-on technical experience in complex enterprise environments

• this may include enterprise IT platforms, ITSM tooling, ERP systems, cloud infrastructure, or similar
• with demonstrated depth in integrations, data architecture, and portal/workflow designProven ability to operate as a trusted technical advisor: presenting architectural options with tradeoffs, pushing back on unsound requirements constructively, and aligning diverse stakeholdersStrong working knowledge of enterprise infrastructure concepts: LDAP, SSO/SAML, VPN, SSL, network architecture, and security boundary designExperience with web technologies: XML, HTML, JavaScript, web services, APIs, middlewareFamiliarity with data management, database design, and enterprise data governanceStrong interpersonal and communication skills; able to present confidently to senior government stakeholders and navigate organizational complexityExperience integrating AI-driven tools or workflows into delivery processes or solution designPreferredDirect ServiceNow experience (configuration, development, or administration)•candidates with adjacent platform experience and the profile above are strongly encouraged to applyServiceNow certifications (CSA, CAD) or willingness to certify within the first 6 monthsExperience with ServiceNow-specific capabilities: CMDB/CSDM, Domain Separation, MID Server architecture, Vault, Edge Encryption, Data Privacy, GCCExperience with ServiceNow Government Community Cloud (GCC) or similar government-specific SaaS deploymentsFor positions in this location, we offer a base pay of $165,500•$255,580 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 InformationWork PersonasWe 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. Learn more here.

Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.