The Customer Outcomes team at ServiceNow is looking to help customers achieve their business outcomes by providing prescriptive guidance and driving consumption, adoption, and customer satisfaction on the ServiceNow platform.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Experience leveraging or evaluating how AI can be integrated into IT processes (e.g., workflow automation, insights, problem-solving).
- 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).
- 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.
- ServiceNow Administrator, CIS-ITSM, ITIL v4 certifications (preferred)
Responsibilities
- 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.
- Develop integrations (e.g., SSO, LDAP) and portal components.
Other
- Active U.S. TS/SCI clearance.
- Travel up to 50% annually, based on customer and internal needs.
- 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.
