Senior Technical Consultant, Federal | 30368

Professional Services Washington, District Of Columbia Vienna, Virginia Remote, MD


Description

Job Title: Senior Technical Consultant, Federal
Location(s): Remote Position in Washington D.C. Metro Area

Candidate Requirement: Top Secret / Sensitive Compartmented Information (TS/SCI) Clearance

The Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s 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’re 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.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance.  As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

The Senior Technical Consultant, Customer Workflow is the functional and technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow Customer Service Management & Field Service Management 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:

  • Be the technical expert in how to best support Customer Service by configuring Customer Service Management (CSM) & Field Service Management (FSM) Delivery using ServiceNow best practices focused on configuration vs. customization
  • Support the engagements efforts for Customer Service specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
  • Advise customers in their efforts to take advantage of the ServiceNow CSM & FSM Solution’s standard capabilities in their efforts to improve their Customer processes
  • Lead customer design workshops focused on ServiceNow Platform and Customer Workflow technology
  • 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
  • Develop required portal components
  • 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
  • Up to 50% travel annually, driven by customer needs and internal meetings

In order to be successful in this role, we need someone who has:

  • United States Top Secret / Sensitive Compartmented Information (TS/SCI) Clearance
  • At least 5 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) in an Customer Service environment, while providing thought leadership to Customer Service sponsors/stakeholders in solving business process and/or technical problems
  • Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
  • Strong understanding with leading Customer Service /CRM and related systems and tools such as Salesforce Service Cloud, Oracle Service Cloud (Siebel or RightNow)
  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
  • Proven team player and team builder

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 business.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.