ServiceNow Senior Technical Consultant

Our Senior ServiceNow Technical Consultant provides guidance to our customers related to the processes they are attempting to model as well as automate in ServiceNow and develop solutions for the customer’s ServiceNow environment.

This position is fully remote and candidates must be located in the United States.

• Provide hands-on development assistance, including form configuration, workflow administration, reporting, data imports, custom scripting, and third-party software integrations
• Coordinate with the Crossfuze Engagement Manager and Customer stakeholders to understand business requirements and rationale behind changes to existing functionality as well as new functionality to be deployed
• Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them 
• Answer technical and application configuration questions
• Configure and customize new applications and modules within the ServiceNow platform
• Implement new functionality for customers while following ServiceNow best practices
• Assist in troubleshooting ServiceNow upgrades, patching, and release management
• Provide analysis of problems and possible solutions
• Produce detailed documentation on all work completed
• Lead technical implementation teams including code review for less experienced consultants
• Develop and configure required integration components such as SSO, LDAP, and APIs
• Develop and enhance ServiceNow portal components to improve user experience
• Wherever possible, enable the customer’s ServiceNow administrator(s) to be self-sufficient
• Conduct technical training and knowledge transfer sessions
• Research systems and/or programs to determine causes of failure or poor operational performance; then define, test, and implement detailed solutions
• Maintain 80% billable utilization target
• Other duties as assigned and requested

• 4+ years of experience implementing, configuring, and customizing ServiceNow
• 3+ years of experience with common web technologies and networking (e.g., XML, HTML, JavaScript, AJAX, CSS, HTTP, TCP/IP)
• Strong understanding of ITIL methodologies and IT Service Management (ITSM) processes (Incident, Problem, Change, Release, SLM, Service Catalog)
• Experience with Single Sign-On (SSO) using authentication methods such as token-based authentication, SAML 1.1, and SAML 2.0
• Familiarity with integrations using REST/SOAP web services
• Ability to work remotely and collaborate with distributed teams
• Ability to understand and implement complex end-user requirements
• Strong organizational skills and ability to manage multiple projects

Certifications:

• ServiceNow System Administrator Certification required
• ServiceNow Implementation Specialist certification in two or more application areas