ServiceNow · 3 weeks ago
Senior Technical Consultant, IT Operations Management (ITOM) Workflow Products Expert Implementation Services
Addison, TX
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expServiceNow is a global market leader in innovative AI-enhanced technology, aiming to transform how organizations work. The Senior Technical Consultant for IT Operations Management (ITOM) will serve as a functional and technical expert, guiding customers in configuring ITOM products to drive business outcomes and improve ITOM capabilities.
Business Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Be the technical expert in how to best support ITOM by configuring Configuration Management Database (CMDB), Service Mapping and Discovery capabilities using ServiceNow best practices focused on configuration vs. customization
Support the engagements efforts for ITOM-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 ITOM Solution’s standard capabilities in their efforts to improve their ITOM capabilities
Lead customer design workshops focused on ServiceNow Platform and ITOM 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
Qualification
Required
A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations Discovery, Service Mapping and CMDB and/or Micro-Certifications
8+ 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 within ITOM, while providing thought leadership to 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 ITOM leading practices and related systems and tools such as CMDB, integrations and event management
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
2026-01-07
2026-01-07
Company data provided by crunchbase