Senior ITOM Consultant

Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Team

The Customer Outcomes (CO) team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of this diverse team, you will work with our customers to drive consumption, adoption, customer satisfaction, and ultimately help our customers grow their business on the ServiceNow platform by showing them the value of their ServiceNow investment.

Within the CO team we have product expert practices that form the Expert Services group. One of these practices is the IT Workflow team which is responsible for the implementation, advisory, best practices, innovation, and architecture for our customers and partners, focusing on IT solutions.

The Role

ServiceNow is seeking an IT Workflow Senior Technical Consultant with a focus on IT Operations Management to oversee the successful delivery of ServiceNow's solutions and services in a client consulting environment. Be an advisor to our customers and help them design and implement their ITOM strategy to improve IT business processes.

What you get to do in this role:

· Work in a team-focused environment and collaborate with other team members with diverse skills. · Be as a trusted advisor, inspire thought leadership with subject-matter expertise in ServiceNow’s ITOM product capabilities in a client-consulting environment.

· Advise customers on how to leverage the ServiceNow Platform capabilities to improve IT business processes.

· Lead workshops with customer stakeholders to assess current processes and define future-state solutions.

· Design and configure the ServiceNow Platform and ITOM applications based on leading practices to deliver solutions aligned to customer business outcomes.

· Collaborate with product development to influence product strategies based on experiences gained with customers.

· Grow and mentor other members of ServiceNow and the partner ecosystem.

· Customer facing role with some travel within EMEA.

Qualifications

To be successful in this role you need:

· Can communicate and implement the ITIL CMDB Model.

· Experience in populating CMDB solutions and managing CMDB health metrics.

· Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective CMDB that adheres to governance standards.

· Experience with Public and private cloud solutions such as AWS, Azure, Google Cloud, VMware, and their corresponding APIs.

· Experience in system administration of UNIX and Windows environments, including domain structure and permission policies.

· Ability to consult on system credential requirements; troubleshoot permissions and network connectivity.

· Familiarity with industry-standard communication protocols such as HTTP, TCP, SNMP, SOAP, and REST.

· Experience in JavaScript and Regular Expressions (RegEx).

· Working experience with container and microservice environments such a Docker, and microservice orchestrators such as Kubernetes.

Consultancy Experience:

· Excellent communication and presentation skills in technical and business concepts.

· Ability to influence and consult (providing options with pros, cons, and risks) while inspiring thought leadership on business processes and/or technical aspects.

· Consulting experience as a key technical resource leading the development and delivery of ITOM solutions in client environments.

· Commitment to customer satisfaction and positive client experience.

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. 

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Work Personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

Flexible

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

Remote

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.