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About the Role
We are seeking a ServiceNow Technical Consultant with expertise in Technology Provider Service Management (TPSM) to join our ServiceNow practice. In this role, you will act as a technical implementation specialist, focusing on customer onboarding, system integrations, and automated testing. You will manage customer implementations from start to finish, ensuring seamless configuration, successful User Acceptance Testing (UAT), and consistent service delivery and quality.
Responsibilities
- Install and configure ServiceNow integration functionality for provider and consumer environments.
- Set up vendor catalog items, mappings, and data transformations.
- Configure remote tasks for bi-directional synchronization.
- Apply and maintain the customer onboarding playbook and associated workflows.
- Validate User Acceptance Testing (UAT) scenarios and baseline functionality.
- Support customer testers by providing instructions and workflow guidance.
- Troubleshoot UAT issues and triage with internal teams.
- Ensure UAT environment readiness and confirm acceptance criteria.
- Build and update test plans and test suites for ongoing development and deployments.
- Support regression testing during upgrades.
- Reduce manual test effort through automation coverage.
- Act as a ServiceNow SME on deployed Technology Provider Service Management (TPSM) functionality to advise on expected solution behaviors and best practices.
- Execute onboarding playbooks and associated workflows.
- Guide customers through testing, including test scenario validation and workflow navigation.
Requirements
- 3-5 years of experience supporting ServiceNow or similar CSM and ITSM environments.
- Hands-on ServiceNow experience, especially with ServiceNow playbooks, integrations, process mapping, workflows, and catalog configuration.
- Experience supporting UAT, troubleshooting issues, and working with customers.
- Strong skills with Automated Test Framework (ATF) and test automation.
- Excellent communication and problem-solving abilities.
- Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels.
- Comprehensive understanding of the IT lifecycle to ensure efficient management and optimization of resources.
- The ability to understand customer needs, provide tailored solutions, and build strong, long-term customer relationships through a consultative approach.
- Demonstrated deep technical knowledge and proficiency in multiple technology areas to provide expert guidance and solutions.
Skills
- ServiceNow
- Technology Provider Service Management (TPSM)
- Customer onboarding
- System integrations
- Automated testing
- ServiceNow playbooks
- ServiceNow integrations
- Process mapping
- Workflow configuration
- Catalog configuration
- User Acceptance Testing (UAT)
- Automated Test Framework (ATF)
- Test automation
- Communication
- Problem-solving
- Integration Hub
- Flow Designer
- Cross-instance integrations
Experience Level
- Intermediate
Salary/Compensations
- $100,000 - $170,000
Benefits
- Medical
- Vision
- Dental
- 401K
- Flexible spending
About the Company
- Since 1989, SHI International Corp. has helped organizations change the world through technology.
- We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
- Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next.
- The heartbeat of SHI is our employees – all 7,000 of them.
- Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
- Continuous professional growth and leadership opportunities.
- Health, wellness, and financial benefits to offer peace of mind to you and your family.
- World-class facilities and the technology you need to thrive – in our offices or yours.
Equal Opportunity
- Equal Employment Opportunity – M/F/Disability/Protected Veteran Status