Sr 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. Job Description 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.The Role : This Senior Technical Consultant (CRM & Industry Workflows) role leads the design and implementation of ServiceNow solutions to accelerate customer adoption and drive business outcomes. The role partners with customers to address key challenges, design and configure best-practice solutions, and drive delivery excellence. The ideal candidate is experienced in Customer Service Workflow, Field Service Management & Sales Order Management domains and leads both design and build across diverse stakeholders including customers, partners and junior team members.What you get to do in this role: Manage technical delivery streams within large ServiceNow engagements, across diverse matrixed and cross-functional teamsFacilitate process re-engineering and optimisation workshops and guide customers to maximise the value of ServiceNow technologies.Act as a domain expert in CRM & Industry Workflows, consulting effectively and navigating strategically across specialised areas (e.g. Customer Service Management, Field Service Management, Sales Order Management)Architect scalable, best-practice solutions and present technical concepts effectively to varied business and technical stakeholdersCreate detailed user stories, test strategies, solution design documents and customer hand-over deliverablesConfigure and develop automation workflows and domain specific solutions aligning to ServiceNow standardsEnsure consistent quality through technical oversight and testingSupport pre-sales by leading scoping, solutioning, and estimation discussionsContribute innovation, best practices, and thought leadership to global CEG and product teams.Mentor colleagues, guide on customers, and partners on technical excellence and delivery quality 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.Minimum 5 years of hands-on experience in configuring and developing ServiceNow or equivalent solutions within related service domains (e.g. Customer Service Management, Field Service Management, Sales Order Management)Familiar with leading Service & Order Management related systems and toolsExperience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.Skilled at engaging both technical and business stakeholders to gather requirements and design end-to-end solutionsStrong ability to simplify and present complex concepts through visual models, workflows, and wireframesDeep customer focus with a passion for delivering excellenceCombines creativity with analytical thinking and effective problem-solvingNaturally curious, proactive, and self-driven in adopting new technologiesThrives in fast-moving environment with concurrent assignmentsExceptional communication, collaboration, and interpersonal skillsDemonstrated success as both a team contributor and leaderExperienced in Agile delivery methodologies and collaborative project executionTechnically proficient in web technologies (XML, HTML, JavaScript, Web Services, CSS, middleware, LDAP, SSO, OAUTH, etc.) and working experience with SaaS technologiesStrong grasp of data management, database design, and related conceptsServiceNow Certifications (required or must achieve within the first 90 days):Certified System Administrator (CSA)Certified Application Developer (CAD)Certified Implementation Specialist (CIS) - Customer Service Management, Field Service ManagementDesired ServiceNow Certifications (required or must achieve within the first year):Certified Technical ArchitectMust be able to travel up to 30% annually, where requiredMust be able to accommodate adjusted working hours to support customers across APAC regionFD21 Additional Information Work PersonasWe 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. Learn more here. 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 EmployerServiceNow 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. AccommodationsWe 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 [email protected] for assistance. Export Control RegulationsFor 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.