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Principal Techical Consultant, Creator Workflows

Element AI

Addison, TX, USA

Posted on Dec 18, 2024

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Company 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

This role is part of the Creator Workflows and Platform Expert Services team and will be a functional and technical expert on ServiceNow’s front-end technologies. The ideal candidate for this role is passionate about the intersection of human needs and business impact. They thrive in a fluid work environment, is a self-motivated partner/leader, and a hands-on maker who works across a variety of industries, and can synthesize diverse perspectives. An exceptional designer OR developer with some capability in the other discipline will also be considered.

What you get to do in this role:

Build ServiceNow user experiences considering customer design, responsiveness, and WCAG 2.1 accessibility (HTML, CSS, AngularJS, SASS, Bootstrap 3, JSON, REST APIs) across all ServiceNow solutions.
Lead customer design workshops around Service Portal, Workspace, and Mobile
Transform co-created future state narrative design into an experience, then enhance and refine through validation of design concepts
Act as a liaison between customer and third-party design/creative teams and customer leadership and stakeholders to ensure optimum functionality, performance, accessibility, scalability, and security
Draft technically focused user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them
Create and deliver front-end solutions that consider long-term technical architecture, process design, and ServiceNow technical standards
Support the engagement efforts related to Platform wide process definition, re-engineering, improvement, and gap analysis of current/future-state processes and functionality during workshops with key customer sponsors and stakeholders
Advise customers in their efforts to take advantage of the ServiceNow Front End capabilities in their efforts to improve their existing processes and user experiences
Guide and provide ad-hoc oversight and enablement for the customer’s future administrators throughout the engagement
Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
Juggle multiple and complex projects/initiatives
Promote continuous improvement practices for delivery/engagement materials
Support specific sales activities when required
Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
Up to 30% travel, depending on customer needs and internal meetings.

Qualifications

Minimum Qualifications:

At least 8 years of configuration or development experience – ServiceNow app dev, web development, integrations, ServiceNow portal, workspace, and mobile solutions
Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in complex and varied customer environments, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems
Experience developing with common JavaScript frameworks (AngularJS, React, etc.) and consulting on UX-related projects
Experience with Web Technologies (HTML, Web Services, Bootstrap 3, CSS, etc.) and working with SaaS technologies
Applying a User-Centered Design mindset and methodology when working on product designs
Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment
Proven team player and team builder

Preferred Qualifications:

Bachelor's degree or certifications (Human-Computer Interaction or a related field)
Experience in conceptualization, design strategy, UX, and art direction of prototypes
Familiarity with collaboration, design, and prototyping tools such as Miro, Sketch, inVision, Figma, Adobe Photoshop, and Adobe Illustrator
Experience with user research such as:
- Conducting User Interviews, Usability Studies, Card Sorting, Surveys, etc.
- Formulating data into a presentable format of personas, research findings, and customer journey maps
Understanding native mobile, web application, and responsive web design experience
Command of design basics: readability, iconography, color, and spatial relationships
ServiceNow certifications such as System Administrator (CSA), Application Development (CAD), Service Portal, and Virtual Agent are beneficial

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!

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 [email protected] 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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