Sr Technical Consultant

Required Technical Skill Set:

ServiceNow Platform, ITSM / ITOM / ITAM / Platform workflows, Solution Design, ServiceNow integrations

Desired Experience Range:

8+ years of Professional Services / ServiceNow Projects management experience

Must-Have

• 8+ years of ServiceNow Professional Services / Consulting experience
• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making or problem-solving
• ServiceNow certifications in aligned workflow (CSA/CAD/CIS)
• Expertise in 1-2 ServiceNow offerings, providing prescriptive guidance and maintaining platform health through hands-on technical leadership
• Creative with comfort running projects independently
• Experience working collaboratively, driving complex issues through analysis and resolution
• Guide customers through technical documentation and discussions, driving innovation for consistent delivery and completing required documentation such as business requirement workbooks for technical aspects of the solution
• Participate in workshops with customers to assess current processes and establish future-state processes
• Provide oversight and unit testing of code developed by partner or customer employees
• Provide feedback to product development to improve the product based on experience gained with customers
• Contribute to weekly/bi-weekly status reports across engagements, providing clear visibility of utilization, risks and actions
• Independently leverages AI to optimize workflows, tailor customer solutions and inform strategic decisions.
• Articulating AI system design, ethical implications and platform use cases clearly, guiding peers and stakeholders in responsible AI adoption.

Good-to-Have

Industry domain expertise

• Additional ServiceNow certifications
• Experience managing resource scheduling across a multi-engagement portfolio, with the ability to balance competing priorities and last-minute changes
• Confident communicator who is comfortable with owning customer relationships at an operational level — able to manage expectations, handle difficult conversations, and build trust over time
• Proficiency with project and resource management tooling like ServiceNow PPM/SPM will be a plus

Responsibility of / Expectations from the Role

1 Lead smaller projects and teams compared to Principal Technical Consultants, focusing on story execution, sharing customer successes and guiding customers on business value.

2 Design and deliver ServiceNow workflow solutions using best practices and domain expertise, designing business value and ensuring consistent product implementation across engagements integrating AI into work processes, decision-making and problem-solving for long term success

3 Conduct workshops, assess current-state processes, and define future-state technical solutions independently leveraging AI to optimize workflows, tailor customer solutions and inform strategic decisions.

4 Review, guide and validate technical deliverables including configuration, integrations, testing and technical documentation.

5 Coach and mentor Technical Consultants and Associate Technical Consultants while driving solution quality, innovation and customer value realization.