Company Description
It 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 Description
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
Qualifications
Qualifications
- Active 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 design
- Proven ability to operate as a trusted technical advisor: presenting architectural options with tradeoffs, pushing back on unsound requirements constructively, and aligning diverse stakeholders
- Strong working knowledge of enterprise infrastructure concepts: LDAP, SSO/SAML, VPN, SSL, network architecture, and security boundary design
- Experience with web technologies: XML, HTML, JavaScript, web services, APIs, middleware
- Familiarity with data management, database design, and enterprise data governance
- Strong interpersonal and communication skills; able to present confidently to senior government stakeholders and navigate organizational complexity
- Experience integrating AI-driven tools or workflows into delivery processes or solution design
Preferred
- Direct ServiceNow experience (configuration, development, or administration) - candidates with adjacent platform experience and the profile above are strongly encouraged to apply
- ServiceNow certifications (CSA, CAD) or willingness to certify within the first 6 months
- Experience with ServiceNow-specific capabilities: CMDB/CSDM, Domain Separation, MID Server architecture, Vault, Edge Encryption, Data Privacy, GCC
- Experience with ServiceNow Government Community Cloud (GCC) or similar government-specific SaaS deployments
For 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 Information
Work Personas
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. Learn more here.
Equal Opportunity Employer
ServiceNow 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.
Accommodations
We 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 globaltalentss@servicenow.com for assistance.
Export Control Regulations
For 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.
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