Senior Technical Consultant | 31062

Professional Services Frankfurt, Germany


Job Title: Senior Technical Consultant – ITOM Applications


Work matters. It is where we spend a third of our lives. And the workplace of the future is going to be a great place. We are dedicated to bringing that to life for people everywhere. That is why we put people at the heart of everything we do.


People matter. Our people have a passion for learning, building, and innovating. Whether you are an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.



Come join the Customer Outcomes ITx team and work with a talented group of consultants building out next generation solutions for ServiceNow’s customers. This team is responsible for the Implementation, advisory, best practices, innovation, and architecture for our customers and partners, focusing on IT solutions.



The role of the Senior Technical Consultant is to bring a deep understanding of their area of specialty to the project team in order to influence the implementation of our product.


What you get to do in this role:

  • This role is for a Senior Technical Consultant, hence, focuses on the technical and consultative aspects of implementations.
  • Use your excellent communication skills to lead all the technical aspects of project delivery and solution delivery including presenting technical and business concepts to a variety of stakeholders.
  • You will be a key member of our expert team and will configure Applications, Workflows and UI and use your customer centric interpersonal skills to work in culturally diverse, matrixed project teams.
  • You will bring gravitas to customer meetings and workshops and be able to identify customer use cases, requirements, and other relevant inputs for the overall success of the deployment.
  • You will have the opportunity to contribute your innovation ideas for best practices, service offerings, and implementation methodology to the wider global team in Customer Outcomes as well as our ITOM product team.
  • You will use your passion for leadership and knowledge sharing to guide and mentor both colleagues, customers, and our delivery partners in configuration best practices for the ITOM application suite


  • Lead all technical aspects of project delivery and solution delivery including:
    • Application Configuration.
    • Workflow Configuration.
    • UI Configuration.
    • Development of required client specific reporting.
    • Development of requirement integration components (SSO, LDAP, etc.).
    • Interface with ServiceNow development and operations teams to successfully set up the SaaS platform.
    • Be a key member of the overall implementation project team.
    • Prepare all client-facing and internal deliverables that are technology-related.
    • Mentor field resources in implementation methodology, configuration, and best practices for the ITOM application suite.
    • Scope and estimate project sized in collaboration with the various sales teams.
    • Lead requirement gathering workshops to identify use cases and value-based acceptance criteria.
    • Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
  • Up to 50% travel annually.


In order to be successful in this role, we need someone who has a strong technical understanding of Infrastructure and Operations Management, coupled with demonstrated experience in influencing and consulting. You will also have experience in one or more of the following areas:

CMDB, Discovery, and Service Mapping:

  • Comprehension of, and the ability to communicate and implement the ITIL CMDB Model.
  • Public and private cloud providers such as AWS, Azure, Oracle, VMware, and their corresponding Web APIs and Java SDKs.
  • Knowledge of typical tiered application architectures (Microservices, Portal Applications, Client-server, etc.).
  • Strong Infrastructure knowledge of current Compute, Network and Storage platforms.
  • Advanced and current understanding (and practice) in Windows Domain and Unix System Administration, including the understanding of described domain structures, user permission levels, group policy objects and the execution of SUDO Policies.
  • Current knowledge of common IP protocols and experience at troubleshooting Network connectivity and firewall issues.
  • Discovery technologies (ADDM, TADDM, DDMA/UD, etc.).
  • Service modelling techniques (TPL, TQL, etc.).
  • Understanding of industry-standard protocols and architectures such as HTTP, TCP, SNMP, SOAP, and REST.
  • IT Operations experience in storage, network, and compute of enterprise environments.
  • Scripting with PowerShell, WMI, SSH, Python, JavaScript, and XPath.
  • Intermediate to deep level understanding of Ruby, Java, and JavaScript RegEx.
  • Hands-on experience with installing and configuring Enterprise-scale applications such as Oracle, WebSphere, Apache.
  • Enterprise architecture domains.
  • Service-oriented and distributed application architecture in the enterprise (web services, data access and persistence, client/server, etc.).
  • Ability to research and independently learn new technical information in order to perform configuration, operation, or network connectivity of applications, operating systems and network devices.

Event Management:

  • Experience with managing Event Management platforms such as Netcool, HPOM, BPPM, etc.
  • Experience with monitoring platforms such as SolarWinds, SCOM, Nagios, Dynatrace, etc.
  • Understanding of SNMP MIBs and OIDs.
  • Intermediate understanding of networking functionality, advanced troubleshooting including the ability to gather and analyse raw event data.
  • Advanced ability to modify and create server-side object-oriented JavaScript, JSON, Regular Expressions (RegEx).
  • Intermediate understanding of Network Fault Management and how it relates to the client’s business. Knowing the right questions to ask and where to get information.
  • Understanding of industry-standard protocols and architectures such as HTTP, TCP, SNMP, SOAP, and REST.

For all consulting roles with ServiceNow, all applicants require:

Consultancy Skills: 

  • Exceptional communication and presentation skills to include technical and business concepts.
  • Demonstrated ability to influence and consult (providing options with pros, cons, and risks) around all key technical decisions during project delivery
  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
  • Proven team player and team builder
  • Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles 
  • Federal projects require appropriate security clearance
We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the busin

ServiceNow is an equal opportunity employer, committed to building a diverse and inclusive company where employees feel that they belong. This means that individuals seeking employment at ServiceNow are considered without regard to race, colour, religion or belief, sex, sexual orientation, gender identity, pregnancy, national original, age, disability, or any other characteristic protected by law. If you are an individual with a disability which is likely to affect you during any part of the application process, you may contact us at [] so that we can consider whether we can make any adjustments to the process.