SAM - TC

SAM Implementation project - We need a certified TC with 5-6 years of ServiceNow experience. Must have Telco experience also.

FSM TC

AI Implementation Specialist

AI Implementation specialist for ServiceNow Expert Services

Platform Architect - ServiceNow

The Platform Architect is a trusted architectural advisor to the customer organization. The PA's primary purpose is to ensure the customer can realize the full value of their ServiceNow investment — guiding them in identifying the capabilities that align to their business outcomes, sequencing adoption in a way that delivers value quickly and sustainably, and ensuring the platform remains in a condition that supports rather than limits what the customer can do with it. The PA achieves this through advisory guidance, not direct implementation. Customers and their implementation resources — whether internal teams, partners, or ServiceNow Expert Services — are responsible for execution. The PA shapes the direction: translating business objectives into a coherent platform strategy, identifying the right sequence of capabilities based on value, dependencies, customer maturity, and readiness, and maintaining the technical governance posture needed to keep the platform healthy across five dimensions — maintainability, performance, security, upgradeability, and user experience. While development in customer instances is not an expectation of the role, PAs are expected to demonstrate platform capabilities in personal or demo instances and to guide customers through functionality when needed. Hands-on familiarity with the platform is what makes the advisory credible. The PA is not expected to hold deep expertise across every ServiceNow product, but rather deep in a few areas while maintaining broad knowledge across the ServiceNow platform. PAs are expected to be comfortable being uncomfortable — customer conversations will not always fall within a PA's areas of deepest experience, and that is by design given the breadth of the role. What is expected is the confidence to engage, the judgment to know what question to ask next, and the resourcefulness to bring the right answer back when they don't have it in the room. PAs are expected to understand the intent and value of each product well enough to recognize what a customer needs, ask the right questions, and connect the customer to the right guidance — whether through peers, Access to Expertise, or other Impact entitlements. The PA's work has direct influence on the outcomes ServiceNow measures most. A customer who understands which capabilities align to their goals, adopts them in the right sequence, and maintains a healthy platform is more likely to expand their use of the platform, realize the value that drives retention, and experience the kind of partnership that shows up in NPS. The PA role sits at the intersection of technical guidance and business outcome — and that is where its contribution to app adoption, AI adoption, gross and net revenue retention, downsell and loss mitigation, and customer satisfaction is felt most directly.

Senior TC - FSM

SCOPE: Field Service Management (FSM) • Work order lifecycle configuration • Automated skills-based dispatch is the system of record; manual reassignment is supported as an exception workflow. With dispatch logic and assignment rules • Technician Skills & Certifications (eQMS data usage) (This is an integration someone else is working on) • Onsite/Offsite & Work Hours • User Types (e.g., biomed, imaging, cyber, apprentice, intern, etc.) • Customer Satisfaction/Preferences by Technician • Technician skills and availability, and scheduling setup • Overtime Approval Process • Technician Manager Discretion • First In/First out, Priority/Impact • Workload of technician • Travel required? • Technician & Customer Mobile experience configuration (branded)Portals, dashboards, surveys, and Virtual Agent configuration • Operational reporting and dashboards required for day-to-day CMMS operations will be delivered within ServiceNow OOTB. • One customized dashboard will be provided as part of train the trainer as well. • External Customer Portal configuration to support customer-initiated service requests, ticket visibility, and role-based access. (This is also being worked on by Portal SME) • Virtual Agent web embedding for customer ticket submission, where applicable. • Customer-facing output artifacts, including downloadable PDF work order packets for customer access and audit purposes.

Solution Architect - ITSM/ITOM/ITAM (Re-platforming)

Solution Architect leading the architecture, design, and technical execution of a ServiceNow-to-ServiceNow re-platforming migration. Defines target-state platform architecture, designs the new instance, and ensures a scalable, best-practice implementation across ITOM, ITAM, and ITSM with architectural leadership throughout the migration. US/Canada soil; CSA + CTA required.

Senior Tech Consultant - AI

Senior Technical Consultant 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. Role Purpose Senior Technical Consultants (TCs) design solutions leveraging best practices and domain expertise to deliver desired outcomes. They define business value and ensure consistent product implementation. By translating requirements into technical specifications and user stories, they align technical needs with business objectives and support change management through adoption strategies and training materials. They stay updated on ServiceNow advancements through training and certifications, sharing insights with teams and customers. Key Responsibilities • Lead smaller projects and teams compared to Principal Technical Consultants, focusing on story execution, sharing customer successes, and guiding customers on business value. • Develop expertise in 1-2 ServiceNow offerings, providing prescriptive guidance and maintaining platform health through hands-on technical leadership. • Guide customers through technical documentation and discussions, driving innovation for consistent delivery. • Coach and mentor junior team members (Technical Consultant and Associate Technical Consultant) on solutioning, building expertise, and project challenges as they arise. • Participate in workshops with customers to assess current processes and establish future-state processes. • Design and deliver ServiceNow <insert workflow name> solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices. • Provide oversight and unit testing of code developed by partner or customer employees. • Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes. • Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution. • Provide feedback to product development to improve the product based on experiences gained with customers. • Maintain skills / certifications on <insert skill or cert> for <insert workflow name>. Qualifications • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. • 8+ years experience as part of a professional services organization; or equivalent education/experience. • Ability to travel up to 50%. • Industry domain expertise in <insert industry>. • Creative with comfort running projects independently. • Success driving complex issues through analysis and resolution. • Experience working collaboratively. • ServiceNow certifications in aligned workflow. • Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions. • Articulates AI system design, ethical implications, and platform use cases clearly, gui

ServiceNow AI Implementation Specialist

FourDragons is sourcing for ServiceNow's Expert Services AI Adoption Group. This is a hands-on deployment role executing AI Transformation Architect blueprints across Now Assist, AI Agents, and Agentic workflows. Remote (US) with up to 30% travel. W2 or 1099 through FourDragons — no sponsorship; must be currently authorized to work in the US. Role Responsibilities: • Deploy and configure Now Assist capabilities including Generative AI, AI Agents, Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, and Document Intelligence across customer instances. • Translate AI Transformation Architect blueprints into working configurations, integrations, and workflows following ServiceNow best practices. • Rapidly prototype and iterate on AI use cases in alignment with customer-defined success metrics. • Drive measurable AI adoption outcomes including active user rates, workflow automation coverage, and time-to-value for Now Assist features. • Partner with AI Transformation Architects to execute customer-specific AI adoption roadmaps, sprint plans, and go-live checklists. • Facilitate customer workshops, enablement sessions, and hands-on training to build AI literacy and sustained usage. • Surface and escalate adoption blockers — technical, organizational, or behavioral — and recommend targeted interventions. • Serve as the on-the-ground technical expert for AI-related questions, issues, and guidance across the customer lifecycle. • Act as SME alongside AI Transformation Architects in customer steering meetings, executive briefings, and QBRs. • Identify, debug, and advise on configuration conflicts, data gaps, or architecture issues that block AI activation. • Document customer configurations, AI use case outcomes, and lessons learned to contribute to the AI Adoption Team knowledge base and repeatability. • Leverage and critically evaluate AI to integrate it into work processes, decision-making, and problem-solving — including AI-powered tools, workflow automation, AI-driven insights, and exploration of AI's potential impact on the function or industry. Qualifications: • 7+ years of ServiceNow configuration and implementation experience, with demonstrated hands-on AI feature deployments. • Hands-on experience deploying one or more of the following: Now Assist (GenAI), AI Agents, Virtual Agent, NLU, AI Search, Task Intelligence, or Document Intelligence. • Understanding of AI/ML concepts including Large Language Models (LLMs), prompt engineering, and Generative AI — particularly in enterprise workflow contexts. • Minimum 2 active ServiceNow CIS certifications; ServiceNow Certified Application Developer (CAD) preferred. • Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in complex, varied customer environments, while providing thought leadership to customer sponsors and stakeholders. • Proven ability to translate customer business requirements into working platform configurations and deliver against sprint-based timelines. • Experience with ServiceNow platform capabilities including Flow Designer, Integration Hub, Studio IDE, APIs, and Automated Test Framework (ATF) to support AI data flows and configurations. • Strong communication skills — able to explain technical concepts to non-technical stakeholders and lead enablement sessions confidently. • Experience with AI adoption frameworks and change management methodologies preferred. • Knowledge of enterprise AI governance, data privacy considerations, and responsible AI practices preferred. • Experience with data management, database design, and database concepts. • Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment. • Proven ability to mentor junior consultants or lead technical workstreams. • Analytical and problem-solving abilities with a keen eye for detail. • Good presentation and report-writing skills.

Service Now - AI Engagement Manager -EMEA

EMEA Only - The Engagement Manager oversees the on time, on budget delivery of the defined solution scope to meet the customer's desired results. This requires the EM to complete the project following Four Dragons leading practice methodology, working in collaboration with the customer project team ensuring governance is followed to gain team member support for the project, including risk and issue mitigation. The EM is also responsible for assembling and leading the Four Dragons resources on the project making sure they understand the planned tasks, tracking actual progress, and managing deviations through appropriate measures. Lead the delivery team throughout the engagement, often in collaboration with a services partner. Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials. Work with the Sales Account Team, partner, and customer to understand the customer and the engagement; including challenges, partners, issues, and value being delivered. Understand the goals and align the deliverables accordingly. Apply expertise from the Four Dragons methodology and prescriptive guidance to promote delivery of the engagement, including long-term customer success. Be the single contact to encourage collaboration and customer agreement on proposed solutions. Mentor Customer Outcomes or Four Dragons members to achieve the engagement's deliverables and promote the customer's desired results. Lead the delivery team throughout large complex engagements, often in collaboration with a services partner. Identify gaps between actuals and plan of record, proposing solutions and driving resolutions. Qualifications To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. 8+ years progressive experience as part of a professional services organization; or equivalent education/experience Creativity with comfort running projects independently Success driving complex issues through analysis and resolution Experience working collaboratively ServiceNow certifications are plus to have

Architect

Looking for someone with experience in: • ServiceNow CMDB, CSDM, ITOM Discovery and Service Mapping. • HAM/SAM and ITSM, so they understand how CMDB data supports asset, incident, change, request and security processes. • UI Builder, Workspaces, Platform Analytics and dashboard architecture. • Large-data performance: indexed queries, aggregation, pagination, caching and avoiding expensive live queries. • Roles, ACLs and least-privilege access design. • Integration architecture involving Axonius, Flexera, MECM, SolarWinds and VMware. • Designing reusable platform components and standards across multiple teams. • Converting business use cases into a solution architecture, data flow and technical roadmap. • Leading technical decisions across teams without becoming the developer for every story.

Business Analyst

Looking for someone with experience in: • ServiceNow CMDB, ITAM or ITSM—not merely generic Agile administration. • Persona and user-journey discovery. • Process mapping across organizational boundaries. • Turning an unclear request into a development-ready requirement. • Defining the user, business outcome, decision, action and authoritative data source. • Writing testable acceptance criteria, including permissions, performance and exception handling. • Wireframing and validating proposed experiences with actual users before development. • Data analysis and reconciliation—not necessarily coding, but understanding tables, fields, relationships and filters. • Identifying dependencies across CMDB, HAM/SAM, Platform, security and infrastructure teams. • Owning a story through refinement, development, testing, demonstration and user acceptance. • Maintaining decision, dependency and requirements traceability.

Operational Technology - ServiceNow Developer

Scope: Hands-on ServiceNow developer for an Operational Technology (OT) Management build. Design and implement Service Graph Connectors to ingest OT asset and topology data from OT security/visibility platforms (e.g., Claroty, Nozomi, Armis) into the CMDB, and model those assets against CSDM and the ISA-95 / Purdue plant hierarchy (sites, areas, cells, controllers, PLCs, HMIs). Extend the CMDB with OT-specific CI classes and relationships, author Identification & Reconciliation (IRE) rules to keep OT and IT records clean and de-duplicated, and stand up Hardware and Software Asset Management (HAM/SAM) for OT devices and firmware. Build IntegrationHub/Robust Transform Engine mappings, enforce data-quality and completeness dashboards, and ensure CMDB health scoring across the OT estate. Strong JavaScript, IRE, CSDM, and integration experience required; OT/ICS exposure a plus.

OT BPC — OT Service Management & OT Health

Scope: Business Process Consultant to design and lead the OT Service Management workstream. Run stakeholder workshops with plant operations, controls engineering, and OT security to translate shop-floor needs into ServiceNow processes — incident, change, problem, and request tailored for OT environments (maintenance windows, safety approvals, change-freeze handling). Define OT service health: map OT services in CSDM, configure alert-to-incident and health dashboards (Event Management / Health Log Analytics) for plant assets, and design KPIs and Performance Analytics for uptime, MTTR, and maintenance compliance. Author user stories, process flows, RACI, and operating procedures, and drive UAT and train-the-trainer. Requires strong ITSM/OT process design, workshop facilitation, and clear written communication.

ITSM SA

Solution Architect focused on ITSM/Platform to work with the BPC to design and solution the ITSM application, reviewing existing configuration and lift-and-shift to a new instance. Telecom project experience required; fast-paced, Eastern Time.

Lead ITSM BPC

Lead ITSM BPC to design and solution the ITSM application - lead workshops, document stories, demo the solution, and provide advisory support. Telecom project experience required; Eastern Time.

Lead ITSM/HAM Technical Consultant

Lead-level hands-on ServiceNow technical architect/advisor across ITSM intake and catalog architecture (record producers, taxonomy rationalization ahead of UAT), HAM, Service Portal, and integrations. Compressed fixed-fee delivery with active UAT and Go-Live timeline; customer in PST. Starts ~32 hrs/wk for several weeks then drops to 20 hrs/wk (312 total hours).

Lead ITOM TC

Lead-level ITOM consultant with deep Discovery, CMDB and Agent Client Connector (ACC) expertise to support CMDB configuration across those areas. ACC expertise is critical. Requires CSA, Discovery, ACC and CMDB certifications; US or Canada soil.