Principal Technical Consultant – ServiceNow ITSM (Federal- TS Clearance)

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.

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.

What You’ll Do in This Role

As a Principal Technical Consultant – ITSM , you will serve as the functional and technical expert on federal customer engagements. You will guide customers in designing, configuring, and optimizing ServiceNow ITSM solutions—focusing on configuration over customization —to accelerate business outcomes and drive IT transformation.

In this role, you will :

• Act as the technical expert for IT Service Delivery, configuring ServiceNow ITSM using best practices.
• Support process definition, re-engineering, and gap analysis during workshops with sponsors and stakeholders.
• Advise customers on how to maximize the out-of-the-box capabilities of ServiceNow ITSM to improve IT processes.
• Lead design workshops focused on ServiceNow platform and ITSM technology.
• Guide customers in completing documentation such as technical requirement workbooks .
• Draft and refine technical user stories , acceptance criteria, testing strategies, and knowledge transfer plans.
• Provide ad-hoc guidance and training to customer system administrators during engagements.
• Lead technical delivery of ServiceNow projects, including oversight of partner-developed components and unit testing.
• Develop integrations (e.g., SSO, LDAP ) and portal components.
• Prepare and own all customer-facing technical deliverables, ensuring high quality of the configured / developed solution.
• Serve as a lead member of engagement teams , ensuring successful outcomes.
• Manage multiple, complex initiatives simultaneously.
• Promote continuous improvement in delivery practices and engagement materials.
• Support pre-sales efforts as needed.
• Provide mentoring and training to colleagues and partners in the ServiceNow ecosystem.
• Travel up to 50% annually , based on customer and internal needs.

To be successful in this role you have :

Preferred Certifications

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.

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