Senior Technology Consultant

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 is part of the Platform, Data and AI team in APAC (Asia Pacific) and will have the opportunity to work with our biggest customers throughout the region. 

This Senior Technical Consultant - Platform, Data and AI role is functional and technical expert consulting with customers on implementing a ServiceNow Platform, Data and AI solutions – all with the goal of accelerating adoption and driving customer business outcomes. 

The role requires the person to be laser-focused on solving for the most relevant customer challenges, consulting with customers on implementation solution designs and configuring the ServiceNow Platform, Data and AI products aligned to best practices

The ideal candidate for this role will be passionate about AI and application design and development with deep product expertise, thrives in complex technical challenges, and be capable at leading both design and build activities across a cross-functional set of stakeholders (Customers, Partners, and less experienced team members). 

What you get to do in this role:

• Drive innovative business and digital transformation solutions with our customers
• Be a Lead member for one or more streams in large customer projects and focused of deliveringsubstantive customer outcomes.
• Collaborate with cross-functional teams, including sales and product development, to ensure the successful deployment of ServiceNow’s Generative AI and Platform, solutions.
• Design
  • You will bring gravitas to customer meetings and workshops and be able to identify customer use cases, requirements and other relevant inputs for the overall success of the deployment.
  • Run customer design workshops across Generative AI, Platform, App Engine, and Workflow Data Fabric solutions.
  • Use your excellent communication skills to lead all the technical aspects of project delivery and solution delivery including presenting technical and business concepts to a variety of stakeholders.
  • Architect and develop of solutions that consider long term technical architecture, process design and ServiceNow technical standards.
  • Lead Platform wide process definition, re-engineering, improvement, and gap analysis of current/future-state processes and functionality during workshops with key customer sponsors and stakeholders
  • Providing technical advice and thought-leadership to customers on how to best utilize ServiceNow’s GenAI and Platform technologies to achieve their business objectives
  • Translate business and user requirements and technology constraints into solution concepts that are meaningful, easy to use, and engaging
  • Writing detailed user stories, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
  • Creating solution design documents for complex solutions (e.g. custom Applications, Agentic Workflows, Integration patterns)
• Build
  • You will be a key member of our expert team and will configure custom AI, Applications, Workflows and UI and use your customer centric interpersonal skills to work in culturally diverse, matrixed project teams.
  • Prepare customer-facing technical deliverables and responsible for quality of configured/developed solution
  • Configure/develop custom solutions across Now Assist skills, AI Agents, UI Builder/Workspaces, portal, automation and complex integrations components on the platform
  • Provide oversight and unit testing of partner resources’ development
• Presales
  • Provide services pre-sales support by conducting implementation solution presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with Services Account Executives and Solution Consultants.
• Innovation
  • You will have the opportunity to contribute your innovation ideas for best practices, service offerings, and implementation methodology to the wider global team in CEG as well as our GenAI and Platform product teams.
  • Contribute thought leadership and point-of-view documents, white papers, community postsand other documentation to make information about ServiceNow’s GenAI and Platform capabilities more accessible to the broader ServiceNow organization, customers, and partners
  • Stay up-to-date with industry trends and emerging technologies in the field of GenAI, and apply this knowledge to continuously improve and evolve ServiceNow’s Service offerings and collateral
  • You will use your passion for leadership and knowledge sharing to guide and mentor both colleagues, customers and our delivery partners in configuration best practices for ServiceNow AI and Platform products
• Up to 25% travel annually, driven by customer needs and internal meetings 

Qualifications

To be successful in this role you have:

• At least 7 years of configuration/development experience in ServiceNow platform across highly-capabletechnologies – inclusive of Now Assist, Virtual Agent, AI Search, custom applications, integrations, portals and UI Builder workspaces
• 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, analysing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in complex and varied customer environments, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems
• Interacts well with both technical and non-technical customers, attains relevant technical and business requirements and designs comprehensive solutions
• Strong aptitude toward communicating complex business and technical concepts using visualisation and modelling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams
• Customer-centric mentality, willing to go the extra mile for the customer, and will break down all barriers to ensure customer success
• Customer-focused mindset and commitment to delivering high-quality results
• Creative and analytical mindset with strong problem-solving skills
• Curious about new technology, proactive and a self-starter
• Ability to work effectively in a fast-paced, dynamic environment
• Excellent communication and collaboration skills
• Proven team player and team builder 
• Familiarity with Agile methodologies and experience working in an Agile environment
• Strong Technical skills:
  • Artificial Intelligence, Machine Learning, or Data Science
  • Strong in JavaScript, HTML, and libraries/frameworks such as AngularJS, and components-based solutions like Angular 2+ or React
  • LDAP, VPN, SSL, SAML/SSO, REST/SOAP and other widespread enterprise technologies
  • Experience and understanding of Object-Oriented Design, responsive design
  • Data management, database design, and database concepts
  • Working knowledge of the components in a web applications stack and working with SaaS technologies
• ServiceNow Certifications (required):
  • Certified System Administrator (CSA)
  • Certified Application Developer (CAD)
  • Certified Implementation Specialist (CIS) in one other ServiceNow product (e.g. CSM, ITOM, SecOps, ITSM)
  • Core Platform micro-certifications - Integration Hub, Virtual Agent, AI Search Flow Designer, UI Builder, Service Portal, Mobile)
• Desired ServiceNow Certifications (required or must achieve within the first 180 days):
  • Certified Technical Architect
  • Delivery Accreditation – AI Agents
  • Delivery Accreditation – Now Assist for Creator, Now Assist for Creator
• Must be able to travel up to 25% annually, where required
• Must be able to accommodate adjusted working hours to support customers across APAC region.

If you do not meet all the above qualifications, but still think you have something to offer this team, please apply! Candidates with lesser experience will be considered for appropriate roles.