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 teams
Facilitate 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 stakeholders
Create detailed user stories, test strategies, solution design documents and customer hand-over deliverables
Configure and develop automation workflows and domain specific solutions aligning to ServiceNow standards
Ensure consistent quality through technical oversight and testing
Support pre-sales by leading scoping, solutioning, and estimation discussions
Contribute 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 tools
Experience 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 solutions
Strong ability to simplify and present complex concepts through visual models, workflows, and wireframes
Deep customer focus with a passion for delivering excellence
Combines creativity with analytical thinking and effective problem-solving
Naturally curious, proactive, and self-driven in adopting new technologies
Thrives in fast-moving environment with concurrent assignments
Exceptional communication, collaboration, and interpersonal skills
Demonstrated success as both a team contributor and leader
Experienced in Agile delivery methodologies and collaborative project execution
Technically proficient in web technologies (XML, HTML, JavaScript, Web Services, CSS, middleware, LDAP, SSO, OAUTH, etc.) and working experience with SaaS technologies
Strong grasp of data management, database design, and related concepts
ServiceNow 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 Management
Desired ServiceNow Certifications (required or must achieve within the first year):
Certified Technical Architect
Must be able to travel up to 30% annually, where required
Must be able to accommodate adjusted working hours to support customers across APAC region

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. 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 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 [HIDDEN TEXT] 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.

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