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Principal Technical Consultant, ITWF - Federal - Fort Meade, MD

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Company Description

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.

Job Description

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes 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 getting them to see the value of their ServiceNow investment.

The Role

The Pricipal Technical Consultant, IT Workflow is the functional and technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow IRM products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

Be the technical expert in how to best support IT by configuring IRM Service Delivery using ServiceNow best practices focused on configuration vs. customization
Support the engagements efforts for IRM specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
Advise customers in their efforts to take advantage of the ServiceNow IRM Solution’s standard capabilities in their efforts to improve their IT processes.
Lead customer design workshops focused on ServiceNow Platform and IRM Solution technology
Guiding customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
Drafting more technically-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
Guides and provides 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, sometimes providing oversight and unit testing of partner resources development
Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
Develop required integration components (SSO, LDAP, etc.) with multiple systems
Develop required portal components
Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
Juggle multiple and complex projects/initiatives
Promoting continuous improvement practices for delivery/engagement materials
Supporting specific sales activities when required
Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
Up to 50% travel annually, driven by customer needs and internal meetings

Qualifications

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

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
Active United States Top Secret / Sensitive Compartmented Information (TS/SCI) Clearance with Full Scope Poly is a minimum requirement.
The ability to commute to Fort Meade in Anne Arundel Country, MD on a daily basis is a minimum requirement.
At least 5 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals.
Maintain skills/certifications on CIS-IRM and any other risk implementation certifications.
Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in an IT environment, while providing thought leadership to IT sponsors/stakeholders in solving business processes and/or technical problems.
Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies.
Strong understanding with leading IT and related systems and tools such as Office 365, Teams, Workday, Twilio, etc.
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder.

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

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.For positions in this location, we offer a base pay of $162,600 to $284,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. 

Additional Information

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.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

Approve of CEO

Average salary estimate

$223600 / YEARLY (est.)

min

max

$162600K

$284600K

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What You Should Know About Principal Technical Consultant, ITWF - Federal - Fort Meade, MD, ServiceNow

If you're a tech-savvy leader with a passion for transformation, the Principal Technical Consultant role at ServiceNow in Fort Meade, MD may just be your next big opportunity! At ServiceNow, we pride ourselves on empowering organizations through our innovative, AI-enhanced platform, and our Customer Outcomes team plays a crucial role in this mission. As a Principal Technical Consultant, you'll take the reins as the functional and technical expert for customer engagements, guiding clients on how to best leverage our IT Workflow capabilities. You’ll work closely with customers to provide prescriptive guidance, driving IT process improvements, re-engineering current processes, and ultimately helping them realize their investment's full potential. Expect to lead design workshops, support documentation efforts, and provide oversight during deployments. With the ability to juggle multiple complex projects, you’ll champion continuous improvement practices while also mentoring fellow team members and partners along the way. The role does call for US citizenship, an active Top Secret clearance, and a willingness to travel up to 50% annually. Here at ServiceNow, we foster a diverse and inclusive culture, welcoming the unique experiences you bring to the table. If you’re keen to influence IT strategies and help businesses thrive, let’s get started on making the world work better, one solution at a time!

Frequently Asked Questions (FAQs) for Principal Technical Consultant, ITWF - Federal - Fort Meade, MD Role at ServiceNow

What responsibilities does the Principal Technical Consultant at ServiceNow involve?

As a Principal Technical Consultant at ServiceNow, you will primarily focus on guiding customers through the configuration and engagement processes of our IT Workflow solutions. This includes leading design workshops, advising on best practices for ServiceNow's IT Resource Management (IRM) products, and aiding customers in defining processes necessary for their operational success.