Sr Technical Consultant
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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.
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