ServiceNow software, subscription and support services, maintenance, implementation services, and associated professional support services, related to the current approved families, or products.
ServiceNow One Time Charge (OTC) software, Subscription & Support (S&S) related to the current approved product workflows outlined below and associated professional services as described herein.
Approved Product Workflows
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ServiceNow IT Workflows
- ServiceNow Employee Workflows
- ServiceNow Customer Workflows
- ServiceNow Creator Workflows
- ServiceNow Value Acceleration
Approved Professional Services
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Deployment Services & Add-Ons
- ServiceNow Upgrade
- Commoditized OEM Training & Professional Services
Approved Product Categories
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Category A – Initial License and S&S
- Category B – Renewal of S&S
Professional Services
Qualifications
- Consultant I - Must possess a high school diploma with less than two (2) years in current role; or less than five (5) years of direct professional experience. Fundamental knowledge, skills, and abilities in job duties related to the products and platforms covered by the SOW.
- Consultant II - Must possess a bachelor’s degree with between two to five years in current role, or more than five years of direct professional experience. Advanced knowledge, skills, and abilities in the product and platform covered by the SOW.
- Consultant III - Must possess a bachelor’s degree with more than five years in current role, or more than eight years of direct professional experience. Expert level knowledge, skills, and abilities in the products and platforms covered by the SOW.
- Consultant IV - Must possess a bachelor’s degree required, master’s degree preferred. More than eight years in technology architecture, governance, or overall program management/leadership required. Must demonstrate in response to SOW that this individual has previously led multiple (at least three [3]), successful engagements of similar size and complexity to that of the SOW.
| Consultant |
Summary of Duties |
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Consultant I
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Responsible for the successful development and delivery of ServiceNow Customer Outcomes Engagements of low complexity. Coordinates all activities with customer, provides status reports as indicated in the Statement of Work (SOW) for the engagement, ensuring that activities strictly adhere to the SOW. Evaluate customer needs, business requirements, and current ServiceNow environment related to the SOW. Identifies items of risk in the environment. Identifies and allocates appropriate ServiceNow resources. Recommends and designs solutions. Implements solutions once approved by customer. |
| Consultant II |
Responsible for the successful development and delivery of ServiceNow Customer Outcomes Engagements of moderate complexity. Must possess a strong technical foundation in the ServiceNow Platform and must demonstrate ability to design and implement solutions that accomplish the customer’s desired business objectives as laid out in the SOW. Reviews customer’s current instance, technical governance, core data, integrations, and judges the overall technical health of the platform. Provides solutions based on best practices for the platform. This role requires both consultative and technical expertise. Performs development, configuration, and testing as required to successfully complete the SOW. |
| Consultant III |
Responsible for the successful development and delivery of ServiceNow Customer Outcomes Engagements of moderate to high complexity. This individual may serve in either a consultive role or perform technical tasks requiring a high degree of product/platform knowledge and experience depending upon the customer needs and requirements as laid out in the SOW. Engagements requiring resources at this level may span multiple work streams and platform areas. Strategic planning and customer product roadmap analysis occur at this level. |
| Consultant IV |
Responsible to plan, design, develop, and oversee implementation of products and platforms across the ServiceNow lines of business required by the SOW. Highly knowledgeable and skilled in technical architecture design incorporating security and other highly specialized components of ServiceNow platform architecture to accomplish customer long-range strategic initiatives and business objectives. Leads planning, design, and implementation of the customer instances, integration of customer business processes with ServiceNow platforms and processes, and coordinates with customer leadership to apply appropriate technical and administrative governance to safeguard operations. Coordinates with customer technical teams and leadership as necessary to accomplish the requirements of the SOW. |
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