Senior Technical Consultant | ServiceNow

The Role

The role is for a Snr Technical Consultant who will have the following mandate:

 Design solutions using best practices and domain expertise, define business value and

ensure consistent product implementation across engagements throughout the delivery

lifecycle.

 Design solutions leveraging best practices and domain expertise to deliver desired

outcomes.

 Translate requirements into technical specifications and user stories, aligning technical

needs with business objectives.

 Stay updated on ServiceNow advancements through training and certifications, sharing

insights with teams and customers.

 Lead smaller projects and teams compared to Principal TCs, focusing on story execution

and guiding customers on business value.

 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

Your responsibilities:

 Participate in workshops, assess current-state processes, and define future-state

technical solutions independently leveraging AI to optimize workflows, tailor customer

solutions and inform strategic decisions.

 Guide customers through technical documentation and discussions, driving innovation

for consistent delivery.

 Review, guide and validate technical deliverables including configuration, integrations,

testing and technical documentation.

 Coach and mentor Technical Consultants and Associate Technical Consultants while

driving solution quality, innovation and customer value realization.

Your Profile

Essential skills/knowledge/experience:

 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 in 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 experiences

gained with customers.

 Contribute to weekly/bi-weekly status reports across engagements, providing clear

visibility of utilisation, 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.

Desirable skills/knowledge/experience:

 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 owning customer relationships at an

operational level — able to manage expectations, handle difficult conversations, and

build trust over time.