Senior Technical Consultant (OTM Expert)

Senior Technical Consultant (OTM Expert) Role overview: Senior Technical Consultants design solutions leveraging best practices and domain expertise to deliver outcomes. They translate requirements into technical specifications and user stories, align technical needs with business objectives, and support change management through adoption strategies and training materials. They stay updated on ServiceNow advancements through training and certifications and share insights with teams and customers.

Key Responsibilities

Lead smaller projects and teams, focusing on story execution, sharing customer successes, and guiding customers on business value.

Develop expertise in 1-2 ServiceNow offerings, provide prescriptive guidance, and maintain platform health through hands-on leadership.

Guide customers through technical documentation and discussions to drive innovation and consistent delivery.

Coach and mentor junior team members on solutioning, building expertise, and addressing project challenges.

Participate in workshops with customers to assess current processes and define future-state processes.

Design and deliver ServiceNow OTM solutions with architecture that supports long-term success and adheres to ServiceNow standards.

Provide oversight and unit testing of code developed by partners or customer employees.

Advise customers on leveraging the ServiceNow Platform to improve business processes.

Guide customers in completing required documentation such as business requirement workbooks for technical aspects.

Provide feedback to product development based on customer experiences.

Maintain skills/certifications for ServiceNow CIS related to the OTM product capabilities (Discovery, Event Management, or CMDB Fundamentals).

Qualifications

Experience integrating AI into work processes, decision-making, or problem-solving with AI-powered tools or automated workflows.

Industry domain expertise in ITOM ServiceNow modules (e.g., event management, discovery, CMDB, Service Graphs Connectors).

Familiarity with Purdue Model and ISA-95/IEC 62443 segmentation concepts.

Familiarity with virtualization and hypervisors (VMware ESXi, Hyper-V, KVM).

Deep understanding of ICS/OT protocols (Modbus, DNP3, IEC 60870-5-104, OPC UA/DA, Profinet, EtherNet/IP, Siemens S7, BACnet, etc.).

Experience configuring network data feeds (mirror ports, taps, ERSPAN) and validating data visibility.

8+ years experience as part of a professional services organization; or equivalent education/experience.

Controls engineering or OT network security background a plus.

Ability to travel up to 50%.

Creative with comfort running projects independently.

Success driving complex issues through analysis and resolution.

Experience working collaboratively.

ServiceNow certifications in aligned workflow.

Additional Information

Work Personas:

We offer flexible work arrangements; eligibility is determined based on role and location. Distance between residence and nearest ServiceNow office may be verified.

Equal Opportunity Employer:

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration 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 legally protected category.

Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or need an alternative method to apply, please contact globaltalentss@servicenow.com.

Export Control Regulations:

Some roles may require export control approval. All employment is contingent upon applicable licenses or approvals.

Fortune information omitted for brevity.

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