ServiceNow Implementation Consultant

About Us Since 1989, SHI International Corp. has been at the forefront of transforming organizations through technology. With consistent growth, we are proud to be a $16 billion global provider of IT solutions and services. Join Our Team Over 17,000 organizations worldwide trust SHI's unique concierge approach to navigate their technological challenges. Our employees, totaling over 7,000, are the backbone of our success. By joining us, you can expect: A commitment to diversity as a leading minority- and woman-owned enterprise in the U.S. Continuous opportunities for professional growth and leadership development. Comprehensive health, wellness, and financial benefits to ensure peace of mind for you and your family. Access to world-class facilities and the technology necessary for your success - whether in our offices or remote. Job Summary We are seeking a skilled ServiceNow Implementation Consultant with robust experience in Technology Provider Service Management (TPSM). You will serve as a technical implementation specialist for customer onboarding, system integrations, and automated testing. Your role will involve managing end-to-end customer implementations, ensuring seamless configuration, successful User Acceptance Testing (UAT), and maintaining high-quality service delivery. Role Responsibilities Install and configure ServiceNow integration capabilities for both provider and consumer environments. Establish vendor catalog items, mappings, and data transformations. Configure remote tasks to enable bi-directional synchronization. Maintain and apply the customer onboarding playbook along with associated workflows. Validate UAT scenarios and core functionality. Assist customer testers, providing guidance and workflow navigation support. Troubleshoot UAT issues, collaborating with internal teams as necessary. Ensure UAT environment is ready and acceptance criteria are confirmed. Create and update test plans and test suites for ongoing development and deployments. Support regression testing during system upgrades. Minimize manual testing through increased automation coverage. Act as a ServiceNow subject matter expert (SME) on deployed TPSM functionality, offering advice on expected solution behaviors and industry best practices. Execute onboarding playbooks and corresponding workflows. Guide customers through testing, including scenario validation and workflow navigation. Desired Behaviors and Competencies Communication: Effectively convey complex ideas to diverse audiences and facilitate effective communication among team members. Adaptability: Proactively adjust to changing situations and anticipate necessary modifications. Collaboration: Actively seek diverse perspectives, encourage open communication, and drive consensus. Presenting: Design and deliver engaging presentations, adapting style and content to suit various audiences. Interpersonal Skills: Build strong relationships and effectively resolve conflicts. Willingness to Learn: Embrace new skills and knowledge, integrating feedback constructively. Time Management: Utilize time efficiently, balancing multiple tasks to meet deadlines. Organization: Coordinate projects effectively, delegating tasks as appropriate using advanced organizational methods. Analytical Thinking: Synthesize complex data, identify patterns, and present clear insights. Initiative: Proactively identify challenges, initiate projects, and contribute innovative ideas. Skill Level Requirements Intermediate ability to simplify and communicate complex problems to stakeholders across various functions. Intermediate understanding of the IT lifecycle for efficient resource management. Intermediate skill at recognizing customer needs and providing tailored solutions through a consultative approach. Intermediate deep technical knowledge across multiple technology areas for expert guidance. Intermediate knowledge in managing Microsoft volume licensing agreements for compliance and cost-effectiveness. Qualifications 3-5 years of experience in supporting ServiceNow or comparable CSM and ITSM environments. Hands-on experience with ServiceNow, particularly with playbooks, integrations, process mapping, workflows, and catalog configuration. Experience in supporting UAT, troubleshooting, and customer interactions. Strong skills in Automated Test Framework (ATF) and test automation. Excellent communication and problem-solving skills. Preferred Qualifications ServiceNow certifications (CSA, CIS-ITSM, Micro-Certification-IngtegrationHub, etc.). Experience implementing and customizing ServiceNow modules like IntegrationHub, Flow Designer, and cross-instance integrations. Consulting or customer-facing experience in deploying complex multi-platform solutions. The estimated annual pay range for this position is $100,000 - $170,000, which includes a base salary and potential bonus. Compensation depends on job-related knowledge, skills, experience, and market location, so it may vary from person to person. Benefits may include medical, vision, dental, 401K, and flexible spending options. At SHI, we uphold Equal Employment Opportunity - M/F/Disability/Protected Veteran Status.

Created: 2026-03-10