candidate journey guide servicenow

Building our own employee journey

When you hear the term “ employee journey ,” you might think of a few HR requests and a stack of onboarding paperwork. You might also conjure up phrases such as “retaining talent” and “increasing productivity”—both valid and worthy pursuits that just skim the surface of the employee journey’s potential.

At ServiceNow, our employee journey reflects a larger cultural movement within the company, bolstered by our own technological innovation. We believe work should be purposeful, enriching, and fun. Toward that goal, we've created digital solutions to support the various aspects of the employee journey, driven by a genuine desire to care for our employees and help them live their best lives and do their best work. [We’re hiring. Explore ServiceNow careers .] Four employees who worked on various stages of the ServiceNow employee journey built on the Now Platform® share why it’s really “all about the journey.”

An offer too good to refuse

When Vijai K. joined the ServiceNow people technology team in 2020, he was struck by the seamless remote employee onboarding process. “During these COVID times, we’re all working virtually and separated. The Now Platform is the first touch point where a new hire interacts with the company...If the experience is good, the employee will gain confidence,” he says.

Vijai and his team baked a new element into the pre-hire process: Offer Calculator, which they built on the Now Platform in only three weeks. The solution enables recruiters to quickly assess a prospective candidate’s offer salary with real-time graphical representations of market salary range and anonymized internal comparison of the full package.

When we rolled out Offer Calculator internally, Vijai could see how comfortable and easy it was for our recruiters to use. “It quickly transformed the way they worked,” he recalls. Before then, recruiters had to use Excel spreadsheets to make manual adjustments and jump between various disconnected systems. Now, “it’s all just one interface, and they get all the information they need,” Vijai says. Offer Calculator also enhances our candidate experience by enabling a smoother, faster, and fairer offer calibration process.

Seeing the amount of time (and frustration) this saved his colleagues, Vijai felt emotional. He likes the platform’s plug-and-play ease of use and how quickly he could add value. “Our platform is so robust,” he says.

The human touch

Late one evening, ServiceNow’s Dublin office brimmed with excitement. There, Ryan O. and his Europe, Middle East, and Africa people care team had developed Live Agent and just received its first chat notifications. “It’s a thrill to solve something in the moment for people,” Ryan says.

The new feature in ServiceNow® Virtual Agent enables in-the-moment messaging between employees and the people care team. After a pilot program in Ireland, Live Agent was released companywide—to glowing reviews.

Although we don’t have HR representation in every office, "we don’t want to lose the human touch,” Ryan explains—even at a growing company like ServiceNow. “We don’t call ourselves the care team for no reason. We really want employees to feel that we care, because we do.”

For Ryan, Live Agent represents more than process efficiency. Dealing with serious events, such as taking a leave of absence to care for a sick loved one, is already a difficult situation for an employee. It doesn’t need to be made more difficult (or tedious) with logistical frustration.

“In people’s moments of need, we should be there to help, easily and immediately,” he says. “It’s about being authentic, transparent, and open-minded.”

Ryan feels “an immense sense of pride and belonging” at seeing how his work has enhanced the lives of others. “It’s kind of that sweet spot in a job…when the work that you’re doing [feels] connected to the goals of the company,” he says.

Staying accountable

When Carlos V. joined the digital technology (formerly IT) team at ServiceNow as a product manager, he could tell something was different. Here, he found his colleagues focused on building both great technology and a great culture. It’s a “place where people feel safe giving feedback, talking about their goals, and seeing the bigger picture,” he says.

Part of that picture, he learned, is mutual accountability. In a remote work world, accountability and clear direction are more necessary than ever. “If somebody is half a world away and they don’t do what they’re supposed to do, you’re gonna feel that, big time,” Carlos explains. “You can’t go to their desk and be like, ‘Hey, can you please do this?’”

Carlos spearheaded Goal Setting, an internal tool that organizes regular goal-setting conversations between employees and managers. It makes what could be a difficult or awkward conversation a cohesive, organized process. Carlos found himself shocked at how quickly he and his team could do the work.

Within six weeks, they ideated, developed, executed, and released the Goal Setting tool. “I was like, ‘This is crazy,’” he remembers. “But as we kept getting closer and closer to our release date, I realized, ‘OK, wow! We’re moving really fast. This is not taking as long as I thought it would based on previous experiences [at other companies].’”

The next chapter

Although we never like to see people leave our company, it's part of the employee journey. Whether they're retiring, changing careers, or moving to another company, the offboarding process can be strenuous. During the onset of a pandemic, it’s even harder. That’s when Anna Rita H., an HR project manager, was tasked with lightening the load.

As a former member of the people care team, Anna Rita knew the pain points of a manual offboarding process, as well as the downstream effects it could have on countless teams within the organization. “It’s a tricky transition for managers, too. It adds a lot of pressure,” she says.

“What we really wanted to achieve was a workflow, a system that supports employees with all of their different questions—and supports managers in the same way but also automates a lot of the manual processes that happen behind the scenes.” Anna Rita and her team succeeded.

Now, employees, managers, and members of the people care team have specific digital tasks, automations, and data gathering integrations between systems that help guide them through the offboarding transition. When Anna Rita heard how much time the improved process saved her colleagues, it sounded like “music to my ears,” she says. “Helping all of these people, to me, felt really rewarding.”

Leading a project on the Now Platform, was “a whole new dimension” for Anna Rita. “One of the things I was most surprised about was just how much our platform can actually do,” she says. “Sometimes you’re like, ‘Could it do this?’ And then you’re like, ‘Yeah, it can do that’…That’s just awesome.”

Treating employees like customers

An employee journey filled with manual tasks across multiple systems is more than an inconvenience; it’s a detriment that can inhibit the professional and personal growth of an employee.

“The more time we spend working on things that aren’t what we got hired to do, or don’t contribute to the company’s core mission, it’s either time wasted or extra time we have to spend out of our personal lives to make it up,” Carlos says.

Providing care to our employees is “dynamic and ever-changing" work, Anna Rita adds. Given the large scope of these projects, there’s a “level of resilience needed,” she says. But the best part about building solutions that optimize the employee journey experience is that we get to be the first to enjoy the perks.

“We want to treat our employees equal to customers,” Vijai says. “They are not different entities.”

Join an inclusive, empowering team. Browse job opportunities at ServiceNow.

Technical Consultant - Impact - IC3-IC5

• Support and Product Success
• Orlando / United States

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

U.S. Citizen or Greencard holder required.

We are hiring for ALL levels from Associate to Senior. 

This role is required in office, 2 days per week, at one of the following locations - 

Orlando, FL

San Diego, CA

Montreal, Canada 

What you get to do in this role: 

The role of the Technical Consultant – Impact is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value.

As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased through delivering our technical accelerators.

You will act as the ServiceNow subject matter expert and bring ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

The ideal candidate is someone with experience in ServiceNow development and who wants to help our client base with their digital transformation capabilities.

• Present and deliver offerings from our portfolio of technical accelerators to large enterprise customers remotely
• Prepare all client-facing and internal deliverables that are technology-related
• Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members.
• Participate in the development of new offerings for our technical accelerator portfolio
• Engage with customers’ requests in Impact including scoping of the level of effort as part of technical accelerator recommendations.
• Demonstrate the product, both standard and tailored to customer needs.
• Responsible for understanding customer’s business and technical needs and relating them to the Impact products.
• Develop and maintain strong working relationships with global Impact team members
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences
• Mentor resources and peer review development work
• Help customers unlock business value and improve the adoption of the ServiceNow products.
• Deliver our portfolio of technical accelerators remotely to Impact customers.
• Act as the ServiceNow subject matter expert and share ServiceNow best practices, innovations, and capabilities to help customers achieve their goals.
• Contributes to net new accelerator innovation and continuous improvement efforts.

Qualifications

In order to be successful in this role:

• Proven technical and business process experience in leading the development and delivery of ServiceNow solutions in client environments
• Knowledge of technical components such as LDAP, SAML/SSO and integrations that make use of these technologies
• Expierience with ITOM/ITAM
• Ideally experience with AI/ML technology and preferably experience with ServiceNow Virtual Agent, Predictive Intelligence and Performance Analytics products
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.) and working in a SaaS environment
• Experience working with Agile methodologies
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
• Excellent interpersonal skills, customer-centric attitude and experience working with cross-functional teams and multi-level stakeholders.
• Prepared to study for, obtain and maintain ServiceNow certifications.
• Committed to wowing customers, ensuring that actions contribute towards measurable value for the customer, and generating customer success stories.
• Loves to win as a team and work efficiently in a collaborative environment.
• · A desire to contribute to our best place to work where everyone can be their best self and feel an amazing sense of belonging.
• Have a hungry and humble mindset; and proactively seek help when challenges arise.

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .

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