ServiceNow Principal Technical Consultant - ITOM

Our Principal Technical Consultant provides guidance to our customers related to the processes they are attempting to model as well as automate in ServiceNow and develops solutions for the customer’s ServiceNow environment.

This position requires deep understanding of the IT Operations Management (ITOM) principles and best practices in ServiceNow.

Position Responsibilities

• Support engagement efforts for 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 to improve their business processes 
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution 
• Draft 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 
• Provide technical expertise in how to best support ServiceNow best practices focused on configuration vs. customization
• Be an expert in ServiceNow platform capabilities, and be able to guide project team in scripting, workflows, and overall platform best practices.
• Prepare customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution 
• Juggle multiple and complex projects/initiatives 
• Promote continuous improvement practices for delivery/engagement materials 
• Support specific sales activities when required 
• Provide training and mentoring to other members of the Crossfuze Delivery team upon request 

Requirements

• 5+ years of experience implementing, configuring, and customizing ServiceNow
• 4+ years of experience with common web technologies and networking (e.g. XML, HTML, AJAX, CSS, HTTP, TCP/IP, etc.)
• A deep understanding of IT Operations Management (ITOM) principles and best practices and the ability to deliver high-quality solutions that meet customer needs and industry standards
• Strong understanding of ITIL methodologies, IT architecture, JavaScript and web software design principals
• Working knowledge of relational databases
• Ability to prioritize, manage, and refine the project backlog, ensuring that stories are well-defined and ready for development
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients and team members
• Ability to work remotely and with remote resources as needed
• Ability to understand and implement complex end-user requirements
• Ability to effectively organize work across multiple projects

• Required Certifications:
• ServiceNow System Administrator Certification
• ServiceNow Application Developer Certification
• ServiceNow Implementation Specialist in four or more applications

Benefits

• The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages, so you are free to use the afternoon for what you need. Email cleanup, a trip to the zoo with the kids, it’s up to you!
• Flexible remote work options
• Additional PTO day for mental health
• Competitive paid time off
• Half-day Fridays
• Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits.
• Paid maternity and paternity leave for biological birth and adoption
• Newborn, adoption and fertility assistance
• Competitive training & development programs
• Healthcare Plan
• 401(k) with employer match
• 10 days toward bereavement leave
• Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice.

Equal Employment Opportunity:

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.