Sr. Technology Consultant

Sr. Technology Consultant

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Job Description

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing customer success services and expert services. The team’s purpose is to accelerate customers’ adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks.

Our Virtual Agent Central Delivery Organization is focused on supporting our customers with leading edge technology and services, allowing our customers to take advantage of AI and Machine learning. This organization is responsible for managing and maintaining the entire stack of VA solutions and the performance of the virtual agents for our customers.

Role

The

SeniorTechnical Consultant will be responsible for delivery of AI/ML solutions to our customers, primarily working with Virtual Agent, Performance Analytics, Performance Insights, NLU products and related tools. The Sr. Technical Consultant will play a critical role in our Central Delivery Organization, establishing efficient and scalable processes to help our customers realize the value of our AI/ML technology.

The

SeniorTechnical Consultant will develop, invest, and maintain thought leadership with deep subject matter expertise on our AI/ML related products. This role will collaborate with our customer coordinators to provide periodical progress reports to customers enrolled in the program.

The Senior Technical Consultant will lead all technical aspects of the engagement delivery and solution delivery including:

• Analyze and optimize NLU environments for customers.
• Develop and integrate new virtual agent topics and conversations into customer’s ServiceNow environment.
• Creation and delivery of solutions for customers, addressing requirements through technical architecture in consideration of process design, ServiceNow Technical Best Practice and Standards
• Collaborate and Contribute to the creation, deployment and maintenance of Technical Best Practices and Standards
• Ensuring technical deliverables to Customer Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes
• Active Participant and Contributor and thought leader in Communities of Excellence (in Community) that Provides Mentoring, Implementation Support, Maturity Maps and Continual Improvements
• Build Trust and Establish Thought Leadership through Publication Activities: Knowledge Articles, White Papers, Wiki, Community, Blogs, Templates, Capability Content, etc.
• Contribute to the continual improvement of Global Delivery and Practice business processes as well as the maturing of the Virtual Agent Delivery Organization capabilities, expertise, best practices by providing in feedback Loop into Practice for Resource, Process and Technical Continuous Improvement
• Mentor junior resources and peer review development work

Qualifications

• Proven technical experience and active resource leading the development and delivery of ServiceNow solutions in client environments.
• 3+ years working in the ITSM or IT services industry.
• Experience of ITIL, minimum foundation level, ideally higher. Knowledge of other frameworks such as IT4IT, DevOps or COBIT beneficial.
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc) and working in a SaaS environment.
• Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other such technologies.
• Some experience with AI/ML technology and preferably experience with ServiceNow VA, PI and PA products
• Passion and curiosity about AI/ML technology
• Experience working with Agile/SaFe methodologies
• Demonstrated interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Ability to work in a high paced environment.
• Proven team player and team builder
• Committed to customer satisfaction and reference ability and ensures that actions contribute towards a positive experience by the customer.
• Degree or equivalent, preferably in Information Technology

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.

If you are an individual with a disability and 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 +1 (408) 501-8550, or[emailprotected]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.