Principal Technical Consultant

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.
Team:
The Customer Excellence Group (CEG) at ServiceNow work with our customers to help them achieve their business outcomes by providing prescriptive guidance that accelerates their success. As part of the CEG 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 realising the value of their ServiceNow investment.
Role: The role of the Principal 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 products.
What you get to do in this role:
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 / ITAM / SPM and ITSM product teams.
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 / ITAM/ SPM and ITSM application suites
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 Products 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 the Software Asset Management processes
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
IT Operations experience in Enterprise Environments
Current Knowledge of common IP Protocols and experience at troubleshooting Network connectivity and firewall issues
Experience with Monitoring tools such as SCOM, SolarWinds & Netcool
Integration expertise with standard methodologies, such as SOAP, REST, etc
Automation experience, either self-built or using tools such as Puppet / Chef / Ansible
Knowledge of typical tiered application Architectures ( Micro-services, Portal Applications, Client / Server, etc)
Cloud Management Platforms such as AWS, VMware, Azure, Google, etc.
Scripting with PowerShell, Perl, WMI, shell, Python, JavaScript. XPath
Prior and current technical expertise in web technology and the ability to learn new technologies
Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles
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 and their assigned work location. Learn more here ( . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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 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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