Senior Technical Consultant for ITSM

  • Bankstrasse 81, Duesseldorf, Germany
  • Employees can work remotely
  • Full-time
  • Work Persona: Flexible or Remote
  • Region: EMEA - Europe, Middle East and Africa
  • Employee Type: Regular

Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.  
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description


The role is available in the following locations:

  • Netherlands
  • Germany
  • Sweden
  • Belgium
  • Denmark  
  • Spain
  • France
  • Italy
  • Switzerland


The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance.  As part of this diverse team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

Within the CO team we have product expert practices that form the Expert Services group. One of these practices is the IT Workflow team which is responsible for the implementation, advisory, best practices, innovation, and architecture for our customers and partners, focusing on IT solutions.



ServiceNow is currently seeking an IT Workflow Senior Technical Consultant with a focus on IT Service Management to be responsible for the successful delivery of ServiceNow's solutions and services in a client consulting environment.


What you get to do in this role:

The IT Workflow Technical Consultant is a key member of the overall implementation project team and expected to deliver thought leadership with deep subject matter expertise related to ITSM product capabilities and complimentary technologies.

  • Lead all technical aspects of project delivery and solution delivery
  • Creation and delivery of solutions for clients addressing requirements through technical architecture in consideration of process design and ServiceNow Technical Best Practices
  • Ensure technical deliverables are complete, consistent, high quality, on time and deliver valued outcomes
  • Lead requirement gathering workshops to identify use cases and value-based acceptance criteria
  • Configuration of applications, workflows and UI
  • Development of required integration models and components
  • Mentor field resources in implementation methodology, configuration and best practices for the ITSM application suite
  • Contribute towards continuous improvement of leading practices
  • Customer facing role with some travel within EMEA


In order to be successful in this role, we need someone who has:

  • Significant consulting experience within complex, global organizations with the ability to influence and consult in an IT Service Management environment
  • Experience in deploying future-state ITSM processes and in identifying solutions from a technology perspective
  • Experience with Web Technologies (e.g. JavaScript, Web Services, XML) and working in a SaaS environment.
  • Excellent communication and presentation skills
  • Excellent interpersonal skills, customer-centric attitude and experience working with diverse team


We provide competitive compensation and generous benefits. This is a very collaborative and inclusive work environment where individuals will have an opportunity to grow their professional careers through working with some of the most advanced technologies and talented people in the business.

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. 

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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Work Personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.


A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.


A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
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