It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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Public Trust Preferred

The Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Team The 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 demonstrating the value of their ServiceNow investment.

The Role The Sr. Technical Consultant, ITAM Workflow is the functional and technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow ITAM 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 ITAM by configuring Hardware Asset Management (HAM) and Software Asset Management (SAM) capabilities using ServiceNow best practices focused on configuration vs. customization

Support the engagement efforts for ITAM-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 leverage the ServiceNow ITAM Solution’s standard capabilities to improve their ITAM capabilities

Lead customer design workshops focused on ServiceNow Platform and ITAM Solution technology

Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution

Draft more technically-focused user stories, their acceptance criteria, testing strategies, and knowledge transfer while supporting customers in reviewing and approving them

Provide ad-hoc oversight/training for the customer’s future system administrators throughout the engagement

Lead technical aspects of project and solution delivery, sometimes providing oversight and unit testing of partner resources’ development

Contribute as a lead member of project teams focused on delivering successful customer outcomes

Develop required integration components (SSO, LDAP, etc.) with multiple systems

Develop required portal components

Prepare all customer-facing deliverables focused on technology and ensure quality of the configured/developed solutions

Manage multiple complex projects/initiatives

Promote continuous improvement practices for delivery and engagement materials

Support specific sales activities when required

Provide training and mentoring to other ServiceNow delivery team members and partners upon request

Travel up to 50% annually, based on customer needs and internal meetings

Qualifications In order to be successful in this role, we need someone who has:

A current ServiceNow Certified System Administrator (CSA) certification, and relevant Solution-Specific Certified Implementation Specialist designations in HAM and SAM and/or Micro-Certifications

At least 5 years of configuration/development experience for complex, highly-capable technologies – including integrations and portals

Demonstrated ability to influence and consult within ITAM, providing options with pros, cons, and risks, and offering thought leadership to stakeholders in solving business and technical problems

Strong understanding of leading ITAM practices and related systems and tools such as CMDB, SAM, and HAM

Strong interpersonal skills, a customer-centric attitude, and the ability to work effectively across diverse cultures

Proven teamwork and leadership abilities

For positions in this location, we offer a base pay of , plus equity (when applicable), variable/incentive compensation, and benefits. Sales roles typically offer a competitive On Target Earnings (OTE) incentive structure. The base pay is a guideline; total compensation varies based on qualifications, skills, and location. Benefits include health plans, 401(k) with company match, ESPP, matching donations, flexible time off, and family leave programs.

Compensation is location-dependent and subject to change.

Additional Information We embrace flexible work arrangements and trust. Work personas (remote, flexible, or in-office) are assigned based on work nature and location. Learn more here . ServiceNow may verify your residence distance from an office to determine work persona eligibility.

Equal Opportunity Employer

ServiceNow is committed to equal opportunity employment. All qualified applicants will be considered without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or any other protected category. Applicants with arrest or conviction records will be considered in accordance with legal requirements.

Accommodations

If you require accommodations during the application process, please contact [email protected] for assistance.

Export Control Regulations

Positions requiring access to controlled technology may require export license approval. Employment is contingent upon obtaining any necessary export controls approval.

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