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Principal Technical Consultant, Federal

1 month ago

Baltimore, Maryland, United States ServiceNow Full time
Transform IT Processes with ServiceNow

At ServiceNow, we're revolutionizing the way organizations work. As a Principal Technical Consultant, Federal, you'll be at the forefront of this transformation, empowering customers to achieve smarter, faster, and better ways to work.

Key Responsibilities:
  • Configure ITSM Service Delivery using ServiceNow best practices, focusing on configuration versus customization.
  • Support engagement efforts for ITSM process definition, re-engineering, improvement, and gap analysis during workshops with key customer sponsors and stakeholders.
  • Advise customers on leveraging ServiceNow ITSM Solution's standard capabilities to improve their IT processes.
  • Lead customer design workshops focused on ServiceNow Platform and ITSM Solution technology.
  • Guide customers in completing required documentation, such as business requirement workbooks for technical aspects of the solution.
  • Draft technically-focused user stories, acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them.
  • Provide ad-hoc oversight and training for 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.
  • 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 the quality of configured/developed solutions.
  • 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 ServiceNow delivery team and partner ecosystem upon request.
  • Up to 50% travel annually, driven by customer needs and internal meetings.
Requirements:
  • United States Top Secret / Sensitive Compartmented Information (TS/SCI) Clearance.
  • 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 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.
  • 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.