The TeamThe Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance.  As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.The RoleThe Pr. Technical Consultant, IT Workflow is the functional and technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow Strategic Portfolio Management (SPM) products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes.What you get to do in this role:Be the technical expert in how to best support the customer organization by configuring Strategic Portfolio Management using ServiceNow best practices focused on configuration vs. customizationSupport the engagements efforts for SPM specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholdersAdvise customers in their efforts to take advantage of the ServiceNow SPM Solution’s standard capabilities in their efforts to improve their IT processes.Lead customer design workshops focused on ServiceNow Platform and SPM Solution technologyGuiding customers in completing required documentation such as business requirement workbooks for technical aspects of the solutionDrafting more technically-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving themGuides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagementLead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources developmentBe a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomesDevelop required integration components (SSO, LDAP, ADO, JIRA, etc.) with multiple systemsPrepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solutionManage multiple and complex projects/initiativesPromoting continuous improvement practices for delivery/engagement materialsSupporting specific sales activities when requiredProviding training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon requestUp to 50% travel annually, driven by customer needs and internal meetings
