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Technical Consultant, ITSM (Federal)

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description


The Service Management Technical Consultant will be responsible to develop, invest, and maintain thought leadership with deep subject matter expertise related to Service Management product capabilities and complementary technologies in a client-consulting environment including; Incident, Problem, Change, Service Request, Configuration, Knowledge and Service Level Management. Lead all technical aspects of the project delivery and solution delivery including:

  • Creation and delivery of solutions for customers addressing requirements through technical architecture in consideration of process design, ServiceNow Technical Best Practice and Standards
  • Collaborate and Contribute to the creation, deployment and maintenance of Technical Best Practices and Standards
  • Ensuring technical deliverables to Customer Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes
  • Active Participant and Contributor and thought leader in Communities of Excellence (in Community) that Provides Mentoring, Implementation Support, Maturity Maps and Continual Improvements
  • Build Trust and Establish Thought Leadership through Publication Activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc.
  • Contribute to the continual improvement of Global Delivery and Practice business processes as well as the maturing of the ITSM practice portfolio, capabilities, expertise, best practices by providing in feedback Loop into Practice for Resource, Process and Technical Continuous Improvement
  • Achieve ITSM Practice and Individual KPI’s and Metrics as defined
  • Up to 50% travel annually, driven by customer needs 


Qualifications

To be successful in this role you have:

  • An active security clearance at Top Secret / SCI Polygraph (Counter Intelligence)
  • Proven consulting experience as a key technical resource leading the development and delivery of ITSM solutions in client environments.
  • 3+ years working in the ITSM or IT services/consulting industry
  • Experience of ITIL, minimum foundation level, ideally higher. Knowledge of other frameworks such as IT4IT, DevOps or COBIT beneficial.
  • Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc) and working in a SaaS environment.
  • Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other such technologies.
  • Active listener, respecting others' point of view and takes ownership of contributing the required input whilst demonstrating strong communication skills (written, interpersonal and presentational)
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership in solving business processes and/or technical problems during project delivery
  • Demonstrated interpersonal skills, customer centric attitude, ability to deal with cultural diversity
  • Proven team player and team builder
  • Committed to customer satisfaction and reference ability and ensures that actions contribute towards a positive experience by the customer.
  • Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles 

Additional Information

ServiceNow is an Equal Employment 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.

If you 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 [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

4400 Carillon Point, Floor 4, Kirkland, WA 98033

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

I work in global cloud services and constantly collaborate with people–every day is different. I could be working on product design, collaborating with folks in other organizations, driving decisions, assessing technology, and talking with customers.

Bill

Distinguished Systems Architect

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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