ServiceNow
Principal Technical Consultant – ServiceNow ITSM (Federal)
ServiceNow, Washington, District of Columbia, us, 20022
Principal Technical Consultant – ServiceNow ITSM (Federal)
Base pay range: $162,600/yr - $284,600/yr
Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. ServiceNow is a global market leader delivering AI-enhanced technology to thousands of customers, empowering organizations to work smarter, faster, and better. Join us as we pursue our purpose to make the world work better for everyone.
Job Description The Team The Customer Outcomes team works with customers to help them achieve business outcomes by providing prescriptive guidance. You will drive consumption, adoption, and customer satisfaction and help customers grow 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.
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
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
Work information and benefits included in the original description may apply. Equal Opportunity Employer and accommodations information are provided in the original posting as required by law.
For positions in this location, we offer a base pay range of $162,600 - $284,600, plus equity (when applicable), variable/incentive compensation and benefits. This is a guideline; total compensation varies by location, qualifications, and other factors.
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. Accommodations are available upon request.
Export Control: Some roles may require export control approvals. All employment is contingent upon ServiceNow obtaining any export license or other approval required by law.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
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Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. ServiceNow is a global market leader delivering AI-enhanced technology to thousands of customers, empowering organizations to work smarter, faster, and better. Join us as we pursue our purpose to make the world work better for everyone.
Job Description The Team The Customer Outcomes team works with customers to help them achieve business outcomes by providing prescriptive guidance. You will drive consumption, adoption, and customer satisfaction and help customers grow 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.
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
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
Work information and benefits included in the original description may apply. Equal Opportunity Employer and accommodations information are provided in the original posting as required by law.
For positions in this location, we offer a base pay range of $162,600 - $284,600, plus equity (when applicable), variable/incentive compensation and benefits. This is a guideline; total compensation varies by location, qualifications, and other factors.
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. Accommodations are available upon request.
Export Control: Some roles may require export control approvals. All employment is contingent upon ServiceNow obtaining any export license or other approval required by law.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
#J-18808-Ljbffr