ServiceNow
Principal Technical Consultant – ServiceNow ITSM (Federal)
ServiceNow, Washington, District of Columbia, us, 20022
Job Description
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 getting them to see the value of their ServiceNow investment.
What You’ll Do in This Role
As a
Principal Technical Consultant – ITSM
, you will serve as the functional and technical expert on federal customer engagements. You will guide customers in designing, configuring, and optimizing ServiceNow ITSM solutions—focusing on
configuration over customization
—to accelerate business outcomes and drive IT transformation. In this role, you will: 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. Provide ad-hoc guidance and training to customer system administrators during engagements. Lead technical delivery of ServiceNow projects, including oversight of partner-developed components and unit testing. Develop integrations (e.g.,
SSO, LDAP
) and portal components. Prepare and own all customer-facing technical deliverables, ensuring high quality of the configured/developed solution. Serve as a
lead member of engagement teams
, ensuring successful outcomes. Manage multiple, complex initiatives simultaneously. Promote continuous improvement in delivery practices and engagement materials. Support pre-sales efforts as needed. Provide mentoring and training to colleagues and partners in the ServiceNow ecosystem. Travel up to
50% annually
, based on customer and internal needs. Qualifications: Qualifications To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. Experience leveraging or evaluating how
AI can be integrated
into IT processes (e.g., workflow automation, insights, problem-solving). Active U.S. TS/SCI clearance. 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). Proven ability to influence and consult with IT sponsors/stakeholders, presenting
balanced options with pros/cons
to solve technical and business challenges. 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. 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. Preferred Certifications ServiceNow Administrator CIS-ITSM ITIL v4 FD21 For positions in this location, we offer a base pay of $162,600 - $284,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
Learn more here
. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. 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 or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment 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 are unable to use this online application and need an alternative method to apply, please contact
globaltalentss@servicenow.com
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 be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
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Principal Technical Consultant – ITSM
, you will serve as the functional and technical expert on federal customer engagements. You will guide customers in designing, configuring, and optimizing ServiceNow ITSM solutions—focusing on
configuration over customization
—to accelerate business outcomes and drive IT transformation. In this role, you will: 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. Provide ad-hoc guidance and training to customer system administrators during engagements. Lead technical delivery of ServiceNow projects, including oversight of partner-developed components and unit testing. Develop integrations (e.g.,
SSO, LDAP
) and portal components. Prepare and own all customer-facing technical deliverables, ensuring high quality of the configured/developed solution. Serve as a
lead member of engagement teams
, ensuring successful outcomes. Manage multiple, complex initiatives simultaneously. Promote continuous improvement in delivery practices and engagement materials. Support pre-sales efforts as needed. Provide mentoring and training to colleagues and partners in the ServiceNow ecosystem. Travel up to
50% annually
, based on customer and internal needs. Qualifications: Qualifications To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. Experience leveraging or evaluating how
AI can be integrated
into IT processes (e.g., workflow automation, insights, problem-solving). Active U.S. TS/SCI clearance. 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). Proven ability to influence and consult with IT sponsors/stakeholders, presenting
balanced options with pros/cons
to solve technical and business challenges. 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. 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. Preferred Certifications ServiceNow Administrator CIS-ITSM ITIL v4 FD21 For positions in this location, we offer a base pay of $162,600 - $284,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
Learn more here
. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. 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 or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment 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 are unable to use this online application and need an alternative method to apply, please contact
globaltalentss@servicenow.com
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 be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
#J-18808-Ljbffr