Job Description

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.

Job Description

ServiceNow is looking for an experienced Pre-Sales Solution Consultant to serve as an IT Operations Management (ITOM) Specialist SC for mid-market customers and prospects. As a member of the Mid-Market Solution Consulting team, the ITOM Specialist SC role is a player/trainer role, which partners with other Mid-Market team members to achieve sales goals and supports ITOM learning and development for other team members. In this role, you will serve as a trusted advisor, helping customers design, architect, and adopt ServiceNow-powered ITOM solutions that drive their business success. Your expertise will ensure that customers achieve their goals and experience the full value of the ServiceNow platform, focusing on modules such as Now Assist for ITOM, Discovery, Service Mapping, and Event Management, with particular emphasis on CMDB and CSDM.

Responsibilities

1. Technical Expertise:  
   • Serve as a technical expert in IT Operations Management (ITOM) during the sales process
   • Possess strong knowledge of ServiceNow ITOM modules (Now Assist for ITOM, Common Service Data Model (CSDM), Configuration Management Database (CMDB), Discovery, Service Mapping, Certificate Management, Event Management, Service Reliability Management, Health Log Analytics).
   • Assist in supporting ITOM learning and development for other Mid-Market SCs.
   • Aid in ITOM enablement onboarding new Mid-Market Solution Consultants joining from ServiceNow’s SC Academy program.
2. Solution Design:  
   • Conduct discovery sessions to understand customer needs, challenges, and desired outcomes.
   • Develop and demonstrate ITOM-specific solutions while incorporating capabilities across the ServiceNow platform to achieve customer goals.
   • Roadmap and support multi-year ITOM strategies with customers.
3. Sales Partnership :
   • Collaborate with the Mid-Market sales teams throughout the sales lifecycle for both new customer acquisition, and growth & expansion of existing customers. 
   • Provide as-needed technical guidance and support to ensure customer adoption and success, in collaboration with our Implementation Partner eco-system and internal ServiceNow teams focused on customer success.
4. Value Selling:  
   • Uncover and understand not only the technical needs of clients, but also the outcomes they’re looking to achieve to ensure business success.
   • Articulate the business benefits and return on investment (ROI) of adopting ServiceNow ITOM solutions to Mid-Market clients, emphasizing how it aligns with their specific needs and goals.
5. Presentation Skills:  

Deliver engaging, thoughtful, and clear presentations and product demos to both technical and non-technical audiences at all levels within Mid-Market 

Qualifications

Education:  

• Bachelor's degree in Information Systems Management, Engineering, Computer Science, or a related field. 

Experience:  

• 3+ years' experience in pre-sales solution consulting, sales engineering focused on ITOM solutions, or ServiceNow IT Operations Management platform solutions.
• Proven track record of supporting sales teams in retiring quota.
• Deep understanding of the ServiceNow platform, especially ITOM capabilities.
• Strong knowledge of IT operations and management processes.
• Familiarity with ITIL (Information Technology Infrastructure Library)

Technical Skills:  

• Understanding of the ServiceNow platform or experience with ITOM is preferred. 
• A strong technical understanding of network protocols, IT infrastructure and ecosystems, cloud and microservices architectures, security certificates, and related technologies.
• Ability to understand technical documentation in relation to ITOM topics.

Soft Skills:  

• Possesses exceptional communication and presentation skills, effectively conveying complex ideas to diverse audiences.
• Demonstrates empathy and enthusiasm, fostering positive interactions and driving collaborative success.
• Ability to simplify technical concepts to non-technical stakeholders. 
• Strong problem-solving skills and a solution-oriented mindset. 
• Capable of working with sales, product management, and other teams.

Key Competencies:  

1. Technical Acumen:  
   A strong grasp of IT technical concepts and the ability to stay updated on emerging technologies within and outside of ServiceNow.
2. Customer-Centric Approach:  
   Strongly dedicated to understanding and meeting customer needs. 
3. Sales Orientation:  
   A focus on identifying and closing growth opportunities while maintaining technical credibility. 
4. Collaboration:  
   Ability to work seamlessly across teams (e.g., sales, engineering, customer success). 
5. Adaptability:  
   Thrives in dynamic environments and can handle shifting priorities with ease. 

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 $104,850 - $162,525, 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.

Additional Information

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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Job Tags

Full time, Remote job, Flexible hours, Shift work,

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