Note: The job is a remote job and is open to candidates in USA. ServiceNow is a global market leader in AI-enhanced cloud-based technology that connects people, systems, and processes to help organizations work better. The Principal Technical Consultant serves as a technical expert for customer engagements, configuring ServiceNow CRM and Industry Workflow products, advising customers, leading development activities, and delivering solutions that drive business outcomes.
Responsibilities
- Educate others about the ServiceNow platform by creating white papers and other materials that can be shared with our ServiceNow community
- Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. Customizations
- Support the engagements efforts for Field Service-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
- Advise customers on ways they can leverage the ServiceNow platform to transform their current processes
- Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation
- Drafting and reviewing 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
- Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers
- Work with other members of your ServiceNow team to provide a great experience for our customers
- Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more
- Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers
- Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
- Juggle multiple and complex projects/initiatives
- Leading 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
- Collaborate with team members
- Up to 50% travel annually, driven by customer needs and internal meetings
Skills
- At least 7 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
- Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Field Service sponsors/stakeholders in solving business process and/or technical problems
- Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
- Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI
- Experience with ServiceNow's Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued
- Strong understanding and ability to consult on data compliance standards such as PII/PHI
- Experience creating recommendations that comprise of multiple complex solution components
- Experience and knowledge of Field Service including: work order management, assignment considerations, territory management, maintenance plans, asset management, part/crews/time management and common systems of integration
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
- Ability to gain and maintain certifications
- Ability to adapt and learn new features and capabilities
- Proven team player and team builder
- Certified System Administrator (required or must achieve within the first 60 days)
- Certified Implementation Specialist – Field Service Management
- Certified Implementation Specialist – Customer Service Management
- Certified Application Developer
- Certified Technical Architect (required or must achieve in first year)
- Certified ITSM, ITOM
- Up to 50% travel annually, driven by customer needs and internal meetings
Benefits
- Equity (when applicable)
- Variable/incentive compensation
- Health plans, including flexible spending accounts
- 401(k) Plan with company match
- ESPP
- Matching donations
- Flexible time away plan
- Family leave programs
- Remote work persona
Company Overview
Company H1B Sponsorship