Senior Technical Consultant (OTM Expert)

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. 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.
Job Description
Role Purpose
Senior Technical Consultants (TCs) design solutions leveraging best practices and domain expertise to deliver desired outcomes. They define business value and ensure consistent product implementation. By translating requirements into technical specifications and user stories, they align technical needs with business objectives and support change management through adoption strategies and training materials. They stay updated on ServiceNow advancements through training and certifications, sharing insights with teams and customers.
Key Responsibilities

• Lead smaller projects and teams compared to Principal Technical Consultants, focusing on story execution, sharing customer successes, and guiding customers on business value.
• Develop expertise in 1-2 ServiceNow offerings, providing prescriptive guidance and maintaining platform health through hands-on technical leadership.
• Guide customers through technical documentation and discussions, driving innovation for consistent delivery.
• Coach and mentor junior team members (Technical Consultant and Associate Technical Consultant) on solutioning, building expertise, and project challenges as they arise.
• Participate in workshops with customers to assess current processes and establish future-state processes.
• Design and deliver ServiceNow OTM solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.
• Provide oversight and unit testing of code developed by partner or customer employees.
• Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills / certifications on ServiceNow Certified Implementation Specialists (CIS) that can include Discovery, Event Management or CMDB Fundamental for ServiceNow OTM product capabilities.

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.
• Industry domain expertise in ITOM ServiceNow modules. This would cover areas such as event management, discovery, CMDB and Service Graphs Connectors.
• Familiarity with Purdue Model and ISA-95/IEC 62443 segmentation concepts.
• Familiarity with 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
• 8+ years experience as part of a professional services organization; or equivalent education/experience.
• Controls engineering or OT network security background a plus.
• Ability to travel up to 50%.
• Creative with comfort running projects independently.
• Success driving complex issues through analysis and resolution.
• Experience working collaboratively.
• ServiceNow certifications in aligned workflow.

FD21
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 [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 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.
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