Principal Technical Consultant

This is a Principal Technical Consultant role with ServiceNow based in Brisbane, QLD, AU

The Customer Excellence Group (CEG) at ServiceNow works with customers to help them achieve business outcomes by providing prescriptive guidance that accelerates success. The role is to drive consumption, adoption, and customer satisfaction and help customers grow their ServiceNow investment.

The Principal Technical Consultant brings deep expertise to influence the implementation of our products within project teams.

• 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 inputs for successful deployment.
• You will have the opportunity to contribute your innovation ideas for best practices, service offerings, and implementation methodology to the wider global team and product teams.
• You will mentor colleagues, customers and delivery partners in configuration best practices for ITOM / ITAM / SPM and ITSM.

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 have Experience and Certification in at least 3 of the following Product areas:

• ServiceNow Administration (Certified System Administrator)
• IT Service Management (ITSM - Certified Implementation Specialist)
• Hardware Asset Management (Hardware Asset Management – Certified Implementation Specialist)
• Software Asset Management (Software Asset Management – Certified Implementation Specialist)
• Discovery (Discovery – Certified Implementation Specialist)
• Service Mapping (Service Mapping – Certified Implementation Specialist)
• Event Management (Event Management – Certified Implementation Specialist)
• Cloud Management (Cloud Provisioning and Governance – Certified Implementation Specialist)

Expertise in the following areas will be considered favourably:

• ITIL / CMDB implementations (CCMDB, UCMDB, etc.)
• In-depth knowledge of ITSM Processes including Incident, Problem, Change and Request
• In-depth knowledge of Software Asset Management processes
• Strong Infrastructure knowledge of current Compute, Network and Storage platforms
• Advanced understanding of Windows Domain and Unix System Administration
• IT Operations experience in Enterprise Environments
• Current knowledge of common IP Protocols and troubleshooting of Network connectivity and firewall issues
• Experience with Monitoring tools such as SCOM, SolarWinds & Netcool
• Integration expertise with standard methodologies, such as SOAP, REST
• Automation experience with tools such as Puppet / Chef / Ansible
• Knowledge of typical tiered application Architectures (Micro-services, Portal Applications, Client / Server)
• Cloud Management Platforms such as AWS, VMware, Azure, Google, etc.
• Scripting with PowerShell, Perl, WMI, shell, Python, JavaScript
• Knowledge of web technologies and the ability to learn new technologies
• Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles

• Work Personas: We support a flexible and trusted approach to work. Eligibility for work location and persona is determined by ServiceNow policies.
• Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration 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 protected category.
• Accommodations: If you require a reasonable accommodation to complete any part of the application process, please contact globaltalentss@servicenow.com for assistance.
• Export Control Regulations: Some positions require access to controlled technology subject to export control regulations. Employment is contingent on obtaining any necessary export licenses or approvals.