Senior Tech Consultant

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing customer success services and expert services. The team’s purpose is to accelerate customers’ adoption of the ServiceNow platform, enabling customers to realize value faster, reduce costs and reduce risks.

What you get to do in this role:

• Driving process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders
• Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities
• Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
• Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities
• Managing and communicating Security process and business requirements to the implementation team as a bridge to ensure that the proposed solutions meet the customer's expectations
• Providing training and mentoring to other members of the services team
• Work with internal teams to develop and document service strategies, models, tools and action plans for new and current Security products.
• Provide hands on assistance with the detailed design and implementation phases for security engagements.
• Aid in the continuous improvement of our implementation methodology and service offerings based upon customer, field and partner feedback/experiences.
• Assist delivery teams in resolving critical path issues and challenges during engagements.
• Assist delivery teams in basic ServiceNow development activities during engagements.
• Participation on one or more strategic accounts either in support or lead.
• Provide support, mentoring and training to peers and partners at ServiceNow.
• Demonstrations of the product, both standard and tailored to prospects and existing customers, either onsite or via Zoom.
• Build out and maintain product service solutions.
• Support scoping engagements with prospective customers.
• Responding to Request for Information/Proposal documents.
• Stay current on product developments/releases required new service solutions.
• Support Customer Outcomes and Marketing events – security conferences, trade shows, webinars etc.
• Staying current on competitive analyses and understanding differentiators between the company and its competitors.
• In conjunction with Sales Personnel, Solution Consultants, and Partners, conduct transition briefings - communicate commitments and expectations in preparation for engagements.
• Up to 50% travel annually

In order to be successful in this role, we need someone who has:

• Strong understanding of Networking and Security technologies: SIEM, IDS /IPS, vulnerability management, end-point protection, breach detection, and threat management.
• Knowledge of various attack vectors and intrusion methodologies: DDoS, malware, phishing, brute force, APT, etc.
• Actively participated in industry collectives and is a contributor to the security community.
• Experience in security frameworks like NIST 800-61, ISO27035, SANS, STIX/TAXII, OpenIOC, etc.
• Experience working in a large government or corporate enterprise environment.
• Responsible for understanding business and technical problems addressed by the products including applicable regulations, business drivers, security, and evolving business needs, etc.
• Maintains the following industry certifications are desired: CISSP, GCIH, GCIA, CEH, GIAC
• Proven experience in defining and deploying 'to be' best practice Security processes and in identifying solutions from a people, process and technology perspective
• Strong understanding and experience with leading security toolsets such as ServiceNow, Splunk, Qualys, Rapid7, or any other SIEM and/or end point protection technology
• Solid experience in requirements gathering, including experience in creating process documentation
• Proven experience in driving process improvement recommendations in a Shared Services environment
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Experience in delivering Capability Assessments in a Shared Services environment
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• A degree or equivalent, preferably in Information Technology 
• Responsible for understanding business and technical problems addressed by the products including applicable regulations, business drivers, security, and evolving business needs, etc.
• process analysis and improvement
• BPM training/certification preferred
• Consulting background highly preferred

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.