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.

The CIWF Principal Consultant specializes in implementing ServiceNow’s Customer and Industry Workflow solutions based on best practices all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving the most relevant customer challenges—providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer and partner Excellence, Training, and certification).

As a Principal Consultant, you will bring architectural guidance, business acumen in the customer service industry (Customer Service, Call Center, Information Technology, Banking and Insurance Operations Process, etc.), and deep product expertise, innovation, and knowledge capital to our customers and partners.

What will you be doing in this role?

Project Delivery

• Develop and maintain a comprehensive understanding of customer needs and industry trends to inform solution design.

• Partner with business stakeholders and executives to understand short-term and long-term business goals and priorities

• Proactively analyze current state and identify new options for improving ways of working to achieve/exceed business results. Is able to think big, but start small. Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

• Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues. 

• Research technology partner or other vendor solutions in context of client requirements for integration.

• Maintain and build proficient knowledge of the ServiceNow platform and products. 

• Assist the pre-sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systems/core banking platforms/core insurance platforms.

• Evangelize ServiceNow Expert Services by contributing to whitepapers, webinars, community groups and partnerships.

Product

• Engage and collaborate closely with the ServiceNow product teams on new product service offerings and go to market activities.

• Interface with the product team during new product implementations to gain best practices insights and give feedback on new features and capabilities to enhance the product.

Leadership and Practice Development

• Contribute to continual improvement of Delivery Services processes and the maturing of varied portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements.

• Serve as a Senior member of the Customer and Industry Workflow Practice for Financial Services helping to define short-term and long-term goals.

To be Successful in this role, you will need to have the following qualifications:

• At least 8 years of consultation and/or configuration experience related to implementing complex, highly configurable technologies. Preferably ServiceNow Customer and Industry Workflow Solutions. (Salesforce, ServiceNow, or Pega)

• Minimum of 5 years of experience developing enterprise architectures and technical roadmaps with integrations with Customer Facing Portals, Core Case Management Systems, Transactional Based Systems, Document Management Platforms, Data Warehouses, etc.

• Strong Understanding of industry specific systems architecture, security, use cases, workflows, personas, industry standards, compliance and regulatory requirements (Ex. HIPPA, PHI, PII, KYC, AML, PCI DSS, Reg E, Reg Z, etc.) typically found in the financial services ecosystem.

• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.

• Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design.

• Strong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertise.

• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams.

• A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.

CERTIFICATIONS

As a ServiceNow Expert Services Consultant, you will be a continuous learner required to achieve and maintain new accreditations and certifications, participate in professional development courses and be passionate about innovation.

Required within the first 60 days:

• Certified System Administrator

Required in the first 90 days:

• Certified Implementation Specialist – Customer Service Management

• Certified Implementation Specialist – Field Service Management

Required in the first 180 days:

• Industry Specific Certifications such as Financial Services Operations, Healthcare and Life Sciences Operations, etc.

Required in first year:

• CSM Architect Certification

Preferred additional ServiceNow Certifications:

• Certified Implementation Specialist – IT Service Management

• Certified Implementation Specialist – IT Operations Management

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming our candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) .

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 talent.acquisition@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.

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