The role of the Principal Technical Consultant – Impact is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value. The role will be part of a new team we are building in Sydney, Australia.
As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased by delivering our technical accelerators.
You will act as the ServiceNow subject matter expert and bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
The ideal candidate is someone with significant experience in ServiceNow development and who wants to help our client base with their digital transformation capabilities.
- Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely.
- Prepare all client-facing and internal deliverables that are technology-related.
- Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members.
- Guide development of new offerings for our technical accelerator portfolio.
- Engage with customers’ requests in Impact including scoping the level of effort, fulfilling business requirements, and resolving customer escalations.
- Demonstrate the product, both standard and tailored to customer needs.
- Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.).
- Develop and maintain strong working relationships with other teams (internal & external stakeholders)
- Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.
- Provides thought leadership, leads changes and team leadership by mentoring/coaching team members (IC1 – IC4).
- Mentor resources and peer review development work.
