Headquarters: Two Addison Circle, 15725 North Dallas Parkway Suite 200, Addison, Texas, United States
URL: http://servicenow.com

Company Description

It all started in sunny San Diego, California in 2004 when visionary engineer Fred Luddy recognized the potential to transform work. Today, ServiceNow is a global market leader, delivering innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Their intelligent cloud-based platform connects people, systems, and processes to enable smarter, faster, and better ways of working. Join us as we pursue our mission to make the world work better for everyone.

Job Description

Role Purpose: Senior Technical Consultants design solutions by leveraging best practices and domain expertise to deliver desired outcomes. They translate requirements into technical specifications and user stories, aligning technical needs with business objectives while supporting change management with adoption strategies and training materials. They also keep current with ServiceNow advancements through continuous training and certifications.

Key Responsibilities:

• Lead smaller projects and teams, focusing on story execution, sharing customer successes, and guiding customers on business value.
• Develop expertise in one or two ServiceNow offerings, provide prescriptive guidance, and maintain platform health through technical leadership.
• Guide customers through technical documentation and discussions to drive innovation and ensure consistent delivery.
• Coach and mentor junior team members on solutioning, expertise development, and overcoming project challenges.
• Participate in workshops with customers to assess current processes and design future-state processes.
• Design and deliver ServiceNow OTM solutions with a technical architecture built for long-term success and in accordance with ServiceNow standards.
• Provide oversight and unit testing of code developed by partners or customer employees.
• Advise customers on leveraging ServiceNow Platform capabilities to improve business processes.
• Assist customers in completing required documentation, such as business requirement workbooks for technical aspects of the solution.
• Provide feedback to product development based on customer experiences.
• Maintain skills and certifications, including ServiceNow Certified Implementation Specialist credentials related to Discovery, Event Management, or CMDB Fundamentals.

Qualifications:

• Experience leveraging or critically evaluating how to integrate AI into work processes, decision-making, or problem-solving, which may include using AI-powered tools, automating workflows, or analyzing AI-driven insights.
• Industry domain expertise in ITOM ServiceNow modules, covering areas such as event management, discovery, CMDB, and Service Graph Connectors.
• Familiarity with segmentation concepts including the Purdue Model and ISA-95/IEC 62443.
• Knowledge of virtualization and hypervisors (VMware ESXi, Hyper-V, KVM).
• Deep understanding of ICS/OT protocols (Modbus, DNP3, IEC 60870-5-104, OPC UA/DA, Profinet, EtherNet/IP, Siemens S7, BACnet, etc.).
• Experience configuring network data feeds (mirror ports, taps, ERSPAN) and validating data visibility.
• Eight or more years of experience in a professional services organization or equivalent education/experience.
• An advantageous background in controls engineering or OT network security.
• Ability to travel up to 50%.
• Demonstrated creativity and confidence in running projects independently.
• Proven success in driving complex issues through analysis and resolution.
• Experience working collaboratively in team environments.
• ServiceNow certifications in related workflow areas.

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Additional Information

Work Personas: We approach our distributed world of work with flexibility and trust. Depending on the nature of their work and assigned work location, ServiceNow employees are categorized under different work personas (flexible, remote, or required in office). Learn more here. ServiceNow may verify the distance between your primary residence and the nearest ServiceNow office using a third-party service to determine eligibility for a work persona.

Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin, nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. Applicants with arrest or conviction records will be considered in accordance with legal requirements.

Accommodations: We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may need to obtain approval from government authorities. Employment is contingent upon obtaining any necessary export licenses or approvals.

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To apply: https://weworkremotely.com/remote-jobs/servicenow-senior-technical-consultant-otm-expert