Principal Technical Consultant - ServiceNow IT Workflows (Federa

Principal Technical Consultant - ServiceNow ITSM (Federal)

Location: DC metro area

What You'll Do in This Role

As a Principal Technical Consultant - ITSM, you will serve as the functional and technical expert on federal customer engagements. You will guide customers in designing, configuring, and optimizing ServiceNow ITSM solutions-focusing on configuration over customization-to accelerate business outcomes and drive IT transformation.

In this role, you will:

• Act as the technical expert for IT Service Delivery, configuring ServiceNow ITSM using best practices.
• Support process definition, re-engineering, and gap analysis during workshops with sponsors and stakeholders.
• Advise customers on how to maximize the out-of-the-box capabilities of ServiceNow ITSM to improve IT processes.
• Lead design workshops focused on ServiceNow platform and ITSM technology.
• Guide customers in completing documentation such as technical requirement workbooks.
• Draft and refine technical user stories, acceptance criteria, testing strategies, and knowledge transfer plans.
• Provide ad-hoc guidance and training to customer system administrators during engagements.
• Lead technical delivery of ServiceNow projects, including oversight of partner-developed components and unit testing.
• Develop integrations (e.g., SSO, LDAP) and portal components.
• Prepare and own all customer-facing technical deliverables, ensuring high quality of the configured/developed solution.
• Serve as a lead member of engagement teams, ensuring successful outcomes.
• Manage multiple, complex initiatives simultaneously.
• Promote continuous improvement in delivery practices and engagement materials.
• Support pre-sales efforts as needed.
• Provide mentoring and training to colleagues and partners in the ServiceNow ecosystem.
• Travel up to 50% annually, based on customer and internal needs.

Qualifications

To succeed in this role, you will bring:

• Experience leveraging or evaluating how AI can be integrated into IT processes (e.g., workflow automation, insights, problem-solving).
• Active U.S. TS/SCI clearance.
• 5+ years of hands-on configuration/development experience with enterprise technologies, including integrations and portals.
• Maintained skills/certifications in CIS-ITSM (and other ServiceNow risk implementation certifications).
• Proven ability to influence and consult with IT sponsors/stakeholders, presenting balanced options with pros/cons to solve technical and business challenges.
• Strong background in Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and SaaS platforms.
• Familiarity with leading enterprise tools and systems such as Office 365, Teams, Workday, Twilio, etc.
• Excellent communication, facilitation, and interpersonal skills with a customer-first mindset.
• Ability to thrive in culturally diverse environments.
• A proven team player and mentor, with experience building strong delivery teams.

Preferred Certifications

• ServiceNow Administrator
• CIS-ITSM
• ITIL v4