Principal 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 The Team The Customer Excellence Group CEG is ServiceNow s internal professional services organisation The CEG team at ServiceNow works with customers to help them achieve their business outcomes by providing proven practice guidance and technical expertise As part of the CEG Expert Services Delivery 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 realise the value of their ServiceNow investment while making ServiceNow the best buying decision they ve ever made What you get to do in this role The Expert Services Principal Technical Architect is responsible for architecting and configuring the ServiceNow Platform in the CRM and Industries Workflow based on leading practices to provide a solution that achieves customer outcomes The Principal Technical Consultant is the functional and technical expert in customer engagements Lead and participate in workshops with customers to assess current processes and establish future-state processes Design and deliver ServiceNow CRM Industry 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 Support the engagements efforts for Telecommunications-specific process definition re-engineering improvement and gap analysis of current future-state processes during workshops with key customer sponsors and stakeholders 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 CSM Customer Service Management and or FSM Field Services Management and or Industry product offerings such as Telecommunications Financial Services HealthCare and Life Sciences for Customer Workflows 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 experience as part of a professional services organization or equivalent education experience Ability to travel up to 40 OR Ability to work outside of local timezone preferably night time IST Industry domain expertise in Telecommunications Creative with comfort running projects independently Success driving complex issues through analysis and resolution Experience working collaboratively ServiceNow certifications in aligned workflow FD21 Additional Information Work Personas We approach our distributed world of work with flexibility and trust Work personas flexible remote or required in office are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service Equal Opportunity Employer ServiceNow is an equal 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 In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements Accommodations We strive to create an accessible and inclusive experience for all candidates If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance Export Control Regulations For positions requiring access to controlled technology subject to export control regulations including the U S Export Administration Regulations EAR ServiceNow may be required to obtain export control approval from government authorities for certain individuals All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities From Fortune 2025 Fortune Media IP Limited All rights reserved Used under license