Principal Technical Consultant - ServiceNow DevOps & Integrations (Hybrid TC/BPC)

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
Role Overview
As a Principal Technical Consultant specializing in ServiceNow DevOps and Integrations, you will serve as both a technical leader and a business process advisor. You will guide customers through their DevOps transformation journey-ensuring solutions are technically sound, process-aligned, and strategically impactful.
This hybrid role combines deep technical expertise in DevOps, toolchain integrations, and ServiceNow architecture with business process consulting to ensure technology delivers measurable business outcomes.
Key Responsibilities

• Lead customer workshops to define DevOps strategy, governance, and process alignment with enterprise objectives.
• Architect, design, and implement DevOps Change Velocity, CI/CD pipeline integrations, and end-to-end toolchain orchestration (e.g., GitHub, GitLab, Jenkins, Azure DevOps, Jira).
• Drive adoption of configuration-over-customization approaches to reduce technical debt and increase agility.
• Translate business outcomes into epics and user stories with clear acceptance criteria.
• Define and implement KPIs, metrics, and maturity models to measure DevOps adoption and success.
• Serve as a trusted advisor to executives, providing best practice, adoption frameworks, and transformation recommendations.
• Oversee technical and process deliverables across multiple workstreams, ensuring solutions are scalable, secure, and performant.
• Mentor and coach consultants, partners, and customer teams to build long-term DevOps and ITSM capability.
• Contribute to reusable assets, frameworks, and thought leadership that scale ServiceNow DevOps across the ecosystem.

Qualifications
To be successful in this role you have:

• 8+ years of ServiceNow experience across ITSM and DevOps workflows.
• Proven expertise in DevOps Change Velocity, pipeline integrations, and enterprise toolchains.
• Strong experience in integrations (REST, SOAP, APIs, Webhooks).
• Familiarity with DevOps methodologies, Agile, ITIL v4, and enterprise operating models.
• Excellent facilitation skills with executives and stakeholders.
• Strong communication, leadership, and mentoring abilities.
• ServiceNow certifications including Administrator, CIS-DevOps, and CIS-ITSM.
• ITIL v4 Managing Professional or Strategic Leader preferred.

FD21
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 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 [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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