Sr. Customer Experience 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. 

ServiceNow is currently seeking Senior Consultants to be responsible for the successful delivery of ServiceNow’s Customer Service Management (CSM) solutions and services, in a client consulting environment. 

The Consultant will be responsible for delivering Industry best practices around Customer Service, Field Service, Knowledge and Contact Center processes, across functional silos, geographic and business unit boundaries. This role will be responsible for provide subject matter expertise within the industry.  

What you get to do in this role:

• Subject Matter Expert on the delivery of CSM platform
• Lead all technical aspects of project delivery and solution delivery including:
• Application UI Configuration
• Workflow Configuration
• Development of required client specific reporting
• Development of requirement integration components (SSO, LDAP, etc.)
• Interface with ServiceNow technical teams, such as Cloud Infrastructure, to successfully set up the SaaS platform
• Be a lead member of the overall implementation project team
• Be the Subject Matter Expert on CSM best practices, including the Field Services Management (FSM) and Knowledge Management applications.
• Prepare all client facing and internal deliverables that are technology related
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences

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

• Proven experience as a key technical resource leading the development of solutions in client environments
• Experience of WebServices, API’s, Database-level integrations/ETL
• Windows/Linux Operating System, Virtual machine configuration and connectivity
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc) and working a SaaS environment
• Knowledge of technical components such as LDAP, VPN, SSL and other such technologies
• Strong communication skills (both written and verbal)
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions during project delivery
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles  

Not sure if you meet every qualification? We still encourage you to apply!  We value inclusivity, welcoming our candidates from diverse backgrounds, including non-traditional paths.  Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate! 

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 [email protected] 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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