Senior Principal Technology Consultant-IRM

Overview

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our cloud-based platform connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. Join us as we pursue our purpose to make the world work better for everyone.

The Company

Work matters. It’s where we spend a third of our lives. 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 Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. 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 demonstrating the value of their investment.

The Role

The Technical Consultant is the functional and technical expert of a customer engagement team — consulting with customers and configuring the ServiceNow Risk & Resilience products based on configuration leading practices — all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

• Develop solutions for our customers through technical configuration of the Risk & Resilience products
• Be the technical expert in how to configure and implement the Risk & Resiliency product portfolio using ServiceNow leading practices focused on configuration vs. customization
• Articulate the implications of customization and technical debt while consultatively weighing the pros and cons of out-of-the-box vs. customization
• Advise customers in their efforts to take advantage of the ServiceNow Risk solutions’ standard capabilities to improve their Risk processes
• Participate in customer design workshops focused on ServiceNow Platform and Risk solution technology
• Draft technically-focused user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them
• Guide and provide 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, including oversight and unit testing of partner resources
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
• Develop required integration components (REST/SOAP API, Integration Hub, etc.) with multiple systems
• Develop required workspace components using UI Builder and other tools to meet acceptance criteria
• Prepare all customer-facing deliverables focused on the technology and responsible for the quality of the configured/developed solution
• Manage multiple and complex projects/initiatives
• Promote continuous improvement practices for delivery/engagement materials
• Support specific services sales activities when required
• Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
• Up to 30% travel annually, driven by customer needs and internal meetings

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

• Current active ServiceNow certifications:
• Certified System Administrator (CSA)
• Certified Implementation Specialist in Risk and Compliance (CIS-RC)
• 10–12 years of ServiceNow configuration/development experience for complex, highly capable technologies – inclusive of integrations
• 10–12 years of ServiceNow Integrated Risk Management (IRM) configuration/development experience
• Demonstrated ability to influence and consult related to the Risk & Resilience solutions, providing options with pros, cons, and risks, and thought leadership to sponsors/stakeholders
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
• Proficiency in ServiceNow scripting and Glide Scripting
• Strong interpersonal skills, customer-centric attitude, and ability to work with diverse teams
• Proven team player and team builder

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and their 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 View email address on click.appcast.io 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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