Principal Technical Consultant - ServiceNow IT Workflows (Federa

Senior Technical Consultant - ServiceNow ITSM (Federal)

Location: DC metro area

The Sr. Technical Consultant, IT Workflow is the functional and technical expert of a customer engagement team - consulting with customers and configuring the ServiceNow IT Service Management products based on configuration best practices - all with the goal of accelerating and driving customer business outcomes.

What You'll Do in This Role

• Be the technical expert in how to best support IT by configuring IT Service Management Service Delivery using ServiceNow best practices focused on configuration vs. customization

• Support the engagements efforts for IT 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 IT Service Management Solution's standard capabilities in their efforts to improve their IT processes

• Lead customer design workshops focused on ServiceNow Platform and IT Service Management 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

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• United States Top Secret Clearance
• At least 5 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 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 Teams, Workday, JIRA, etc.
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder

Preferred Certifications

• ServiceNow Administrator
• CIS-ITSM
• ITIL v4