Principal Tech Product Consultant -ServiceNow Technical Lead

Overview

PSEG Long Island is part of a Fortune 500 company with a vision to power a future where people use less energy, cleaner, safer, and delivered more reliably. We have more than 13,000 employees serving customers and making a difference every day. We offer flexible work options depending on the role.

Work location options are categorized as:
Onsite, Hybrid fixed, and Hybrid flexible (onsite requirements with greater flexibility, e.g., 5-8 days a month).

As an employee, if you regularly schedule 20 or more hours per week, you will have access to a wide range of comprehensive benefits beginning the first of the month coincident with or following your date of hire. Benefits include medical, dental, vision, parental and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.

PSEG is not offering visa sponsorship for this position.

This position is a direct report to the Applications Group Products Supervisor. It has responsibility for the Service Now Platform and is accountable for the strategic development, support, and improvement of the product within PSEG LI. This includes defining the long-term platform vision and identifying opportunities in conjunction with Architecture to optimize the benefits of Service Now for PSEG LI. The role ensures the Service Now platform operates reliably with strong operational support and effective problem resolution.

• Oversee platform architecture, user management, and solution design across environments.
• Advocate for exploring and leveraging standard solutions first.
• Ensure compliance with government and corporate security guidelines.
• Manage preventive maintenance, problem resolution, root‑cause analysis, corrective action plans, and vendor performance, including SLA reporting.
• Serve as domain-specific subject matter expert for the assigned product line.
• Keep informed and lead implementation of technical advancements in IT, including introduction of best practices.
• Oversee and manage the outsourced support team and associated contracts.

This role will shape the platform’s strategic direction, coordinating with the business to prepare for upgrades, new features, and emerging opportunities. May provide guidance and direction to one or more team members.

• Be fully accountable for the development, deployment, administration, and automation of the Service Now Platform.
• Maximize value by identifying additional business outcomes the platform can enable.
• Apply technical and functional skills to resolve issues and provide business solutions.
• Responsible for vendor oversight and vendor solutions, including end-to-end accountability:
• Ensure quality through the use of company-approved methodologies and ensure Quality Control and Assurance procedures are consistent with project specifications, client requirements, and corporate policies.
• Manage collaborative working relationship with selected Vendors.
• Ensure required change management activities take place as necessary.
• Apply applicable concepts, practices, and procedures.
• Ensure support SLAs are met by outsourced support team.
• Manage product life-cycle events and product regulatory requirements including:
• Manage Upgrades, Patching, and Disaster Recovery (DR) Events for Service Now, including updating the DR plan, periodic testing, and activation in emergencies.
• Coordinate with planned outages affecting modules.
• Monitor and execute IT regulatory compliance controls and collaborate with internal and external auditors.
• Responsible for SLA management, application health management, managing enhancement requests to Service Now, minimizing customizations, leveraging configurations, and maintaining integrations to other applications.
• Excellent understanding of and ability to configure systems to meet business needs.
• Plan the delivery of the overall strategic plan(s) and activities in accordance with the product strategy, including new initiatives, budget estimates, and annual self-assessment and benchmarking plans.
• Provide planning and strategy input to enable business processes to become more…