Senior Implementation Expert - ServiceNow

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.

Team & Role: 

The Insights at Scale organization publishes implementation insights and prescriptive product guidance for our growing ServiceNow implementer community of customers, partners, and internal consultants.

We guide our customers through key decisions by leaning on our implementation experience, product knowledge, and the collected insights of our internal and external partners.

We are seeking experts with strong implementation experience and insights in at least one of the following workflow products: ITSM, CSM, ITOM, App Engine, Security Operations, Workplace Service Delivery, Source 2 Pay, Legal

The Senior Implementation Expert is a key position within the Content & Design organization that owns the collection, analysis, publication, and maintenance of product insights. The role requires strong ServiceNow platform knowledge, implementation experience, analytical thinking, an appetite for continuous learning, consistent collaboration, and succinct communication.

What you get to do in this role:

• Participate in driving the growth and adoption of an innovative and fast-growing product
• Publish valuable insights that guide customers to their desired outcomes through well-informed implementation decisions
• Publish and maintain a portfolio of high-quality focused assets e.g. implementation guides, videos, blogs, process guides
• Be an expert thought leader in the ServiceNow eco-system for your designated workflow
• Harvest insights from other ServiceNow teams on how best to implement your product suite and it’s growing capabilities
• Work with technical writers and external contractors to oversee the writing and publication of insights
• Develop a network of implementers within ServiceNow and our partner and customer community to understand common product challenges and build consensus on implementation recommendations.
• Collaborate with your ServiceNow colleagues such as outbound product managers, expert services consultants, product engineering teams, and customer success teams. Solicit feedback from external partners and customers when needed.
• Collaborate with Product Management, Engineering, and Design to share feedback and drive continual improvement in the experience of the Now platform
• Conduct research to maintain/understand the customer’s top goals and challenges and develop insights
• Support the Go-To-Market process by ensuring content remains accurate and up-to-date
• Represent ServiceNow at industry conferences, user groups and partner enablement events
• Liaise with the product development team to understand the future of your chosen portfolio and ensure new platform features are accompanied by consistent and high-quality implementation solutions and information

Preferred Qualifications

• 3+ years experience of implementing ServiceNow with focused experience in one of the workflow areas above is required
• Knowledge of the processes and frameworks for your workflow 
• Willingness to learn new products and understand customer challenges
• Digital transformation experience as a customer or consultant. This includes activities such as: planning and governance, business case development, product roadmap creation, solution analysis and design, system and process design. 
• ServiceNow Certified Implementation Specialists preferred
• Proficiency in working cross-functionally across executive and functional stakeholders
• Capable of understanding and defining the bigger picture. This role requires continuous translation between technical capabilities, business outcomes and value, and conceptual standardization.
• Ability to work well with technical writers and oversee content publication efforts
• Strong communication skills are preferred, with an ability to:
  • Write content with detail appropriate to the audience e.g. business analysts, platform owners, executive sponsors
  • Communicate clear decision points, recommendations and actions 
  • Maintain a consistent tone  
• Knowledge of content authoring tools e.g. Markdown, DITA 
• An aptitude to learn technology quickly through instruction and self-training
• Flexibility to work in a dynamic, fast-growing organization
• Ability to travel on occasion

Basic Qualifications: 

• Proficiency in Microsoft Office products and collaboration tools e.g. SharePoint, Teams, etc. 

Work Environment

We are a dynamic and rapidly growing software company with a keen sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented people in the business. We provide competitive compensation, generous benefits, and a professional, yet relaxed atmosphere.

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

For positions in this location, we offer a base pay of $116,600 - $203,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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.

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 globaltalentss@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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