Management Consultant for ServiceNow Employee Experience and Human Resources (HR

Role description: Management Consultant for ServiceNow Employee Experience and Human Resources (HR) Solutions

About the role

This role is a functional and technical expert consulting with corporations on their digital transformation journey powered by implementing ServiceNow’s Employee Service Management Solutions, which includes HR Service Delivery (HRSD), and Workplace/Facility Service Delivery (WSD) solutions. This Advisor role will be the SME within ServiceNow Expert Services (who provide product expertise, in partnership with ServiceNow Product Management), providing expert advisory and building strong executive client relationships within the framework of a strategic program or project with ServiceNow implementing these solutions. This role will be pre-eminent ServiceNow representative for the Human Resources and/or related organizations (Workplace, Space Planning, etc.) and will be the connective tissue between all the aforementioned parties, while ensuring an outstanding Client experience for the Human Resources organizations, and the Program’s Steering Committee.

Consultation must be based on best practices with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges – bringing solution guidance, business acumen and deep product expertise, innovation, and industry knowledge capital to our client.

Responsibilities

• Serve as primary executive point-of-contact on projects, focused on improvements in the client’s Human Resources and Workplace organizations using ServiceNow’s Employee Service Management, HRSD, and WSD Solutions.

• Guide the client and the business areas (mentioned in the direct bullet above) in defining their ServiceNow strategy, ensuring alignment with their digital transformation objectives while leveraging your deep understanding of the platform's capabilities.

• Understand customer requirements in collaboration with ServiceNow Expert Services and align them with ServiceNow Expert Services, Product Success and Client Sales Teams to drive high-value impact for the Client in a roadmap for the current engagement, and the Client’s roadmap beyond it.

• Align Client to defined roadmap and report/monitor ongoing progress against it, managing client executives and stakeholders – in partnership with ServiceNow Expert Services – to mitigate blockers to drive success, keeping the in-progress engagement on track.

• Define, at a solution and design level of detail, technical and functional solutions aligned with our client’s business problems and ServiceNow Implementation Best Practices, providing options with pros, cons, and risks.

• Serve as a liaison between Client and ServiceNow (including ServiceNow’s internal organizations) as a leadership point of contact for addressing challenges and concerns.

• Collaborate with the ServiceNow Expert Services Team to monitor for scope creep and resolve critical path technical issues.

• Build and nurture strong, trusted advisory relationships with client executives and stakeholders in the client’s Human Resources and Workplace organizations, facilitating effective communication and collaboration between their corporation and ServiceNow.

• Advise client on optimizing their service management processes, leveraging benchmarks and best practices across the various organizations.

• Stay abreast of ServiceNow product developments, industry trends, and emerging technologies like AI to identify opportunities for innovation and provide strategic insights to clients.

• Lead office hours, formal presentations, webinars and other learning events tailored to field delivery stakeholders (advisory, delivery, GTM, etc.) to showcase customer use cases and successes

• Enable and mentor other members of the ServiceNow delivery team and partner ecosystem

• Support sales activities like conducting sales presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with Services Account Executives, Solution Sales Executives/Consultants, and Sales Account Executives

• 10+ years of management consulting experience

• At least 8+ years of experience with ServiceNow and other related solutions include exposure/knowledge of Workday, SAP SuccessFactors, UKG, Nuvolo, IBM TRIREGA, and Artificial Intelligence.

• Candidates should have significant experience with ServiceNow or similar digitalization platforms and successfully lead end-to-end transformation projects across human resources organizations.

• ServiceNow certifications such as a current ServiceNow Certified System Administrator (CSA) certification, HR Professional Suite Certification, Workplace Service Delivery Accreditation, Legal Service Delivery Accreditation, Certified Application Developer certification as well).

• Excellent executive communication, presentation, and stakeholder management skills are required.

• Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design.

• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams.

• A strong technical background, including application development, software lifecycle management, and system integrations, is also necessary.

• Fluency in English is mandatory, and the ability to travel may be required.

For positions in this location, we offer a base pay of $146,400 - $256,200, 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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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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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.