Principal Technical Consultant-ServiceNow

Role overview

Customer consulting and delivery

• Advise customers on ServiceNow capabilities and configuration-versus-customization decisions.
• Support Field Service process definition, re-engineering, optimization, and gap-analysis workshops.
• Guide customers through knowledge transfer, process documentation, proofs of concept, and architectural documentation.
• Draft and review user stories, acceptance criteria, testing strategies, and knowledge-transfer materials.
• Provide oversight and training for customer system administrators.

Technical implementation

• Perform hands-on development using Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid Servers, and other ServiceNow technologies.
• Implement AI capabilities including Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, and Generative AI.
• Prepare customer-facing technical deliverables and ensure the quality of configured and developed solutions.
• Lead technical development processes for partner resources and peers.

Team and engagement responsibilities

• Manage multiple complex projects and initiatives while collaborating with ServiceNow team members.
• Lead continuous improvement of delivery and engagement materials.
• Support specific sales activities when required.
• Train and mentor ServiceNow delivery-team members and partners.
• Travel up to 50% annually based on customer needs and internal meetings.

Required qualifications

• At least 7 years of configuration or development experience with complex technologies, including integrations and portals.
• Experience with web technologies, middleware, LDAP, SSO, web services, and SaaS technologies.
• Understanding of AI, deep learning, and large language models with a focus on generative AI.
• Strong understanding of PII and PHI data compliance standards.
• Field Service experience across work orders, territories, maintenance, assets, resources, and integrations.
• Strong customer consulting, communication, adaptability, and teamwork skills.
• Ability to gain and maintain required certifications.

Certification requirements

• Certified System Administrator certification is required or must be achieved within the first 60 days.
• Certified Implementation Specialist certifications in Field Service Management and Customer Service Management are required.
• Certified Application Developer certification is required.
• Certified Technical Architect is required or must be achieved within the first year; ITSM and ITOM certifications are desired.

Compensation

• Base pay is listed as $148,900–$260,600, plus equity when applicable, variable or incentive compensation, and benefits.
• Individual total compensation varies by qualifications, skill level, competencies, and work location.

Work personas

• ServiceNow assigns flexible, remote, or required-in-office work personas based on the nature of the work and assigned location.