ServiceNow Technical Consultant

Senior ServiceNow Technical Consultant

About the Role

We are looking for an experienced Senior ServiceNow Technical Consultant to join our Professional Services team.

In this role, you will work closely with customers and internal teams to understand business requirements, design effective ServiceNow solutions and drive successful implementation across different engagements.

You will use your technical expertise and knowledge of ServiceNow best practices to deliver business value, improve workflows and support customers in achieving their strategic objectives. The role also involves exploring and integrating AI capabilities into workflows, decision-making and problem-solving to drive innovation and long-term business improvements.

Key Responsibilities

• Design and deliver ServiceNow solutions using platform best practices and domain expertise, ensuring consistent implementation and business value throughout the delivery life cycle.

• Translate business requirements into technical specifications, solution designs and user stories, ensuring alignment with customer objectives.

• Lead customer discussions and workshops to understand existing processes, identify improvement opportunities and define future-state solutions.

• Provide technical guidance on ServiceNow capabilities, platform health, configuration, integrations and workflow optimisation.

• Design and implement ServiceNow workflows, incorporating AI capabilities where appropriate to improve business processes and operational efficiency.

• Review and validate technical deliverables, including configurations, integrations, code quality, testing and technical documentation.

• Provide oversight and guidance on unit testing of solutions developed by partner or customer teams.

• Lead smaller projects and technical workstreams, ensuring effective execution and delivery of agreed outcomes.

• Guide and mentor Technical Consultants and Associate Technical Consultants, promoting technical quality and consistent delivery.

• Maintain knowledge of ServiceNow product advancements, certifications and emerging technologies, sharing relevant insights with colleagues and customers.

• Prepare and maintain technical documentation, including business requirements workbooks and solution design documents.

• Contribute to regular engagement status reports, providing visibility into utilisation, risks, progress and required actions.

• Work with product development teams to provide customer feedback and recommendations for product improvements.

• Independently leverage AI to optimise workflows, customise customer solutions and support strategic decision-making.

• Communicate AI system designs, platform use cases and ethical considerations clearly, encouraging responsible AI adoption across teams and customer engagements.

Essential Skills and Experience

• Experience working in ServiceNow Professional Services, technical consulting or implementation environments.

• Strong knowledge of ServiceNow platform capabilities, workflow solutions and implementation best practices.

• Relevant ServiceNow certifications such as CSA (Certified System Administrator), CAD (Certified Application Developer) and CIS (Certified Implementation Specialist).

• Experience designing and implementing technical solutions based on customer business requirements.

• Ability to independently conduct customer workshops, assess current-state processes and define future-state technical solutions.

• Strong experience translating business requirements into technical specifications and solution designs.

• Experience reviewing, guiding and validating technical deliverables, including configurations, integrations, testing and documentation.

• Practical experience or strong understanding of integrating AI into workflows, business processes and problem-solving.

• Ability to lead technical discussions, manage customer expectations and drive complex technical issues towards resolution.

• Experience mentoring and guiding junior technical consultants while maintaining solution quality and customer value.

Desirable Skills and Experience

• Industry-specific domain expertise and understanding of business processes.

• Additional ServiceNow certifications and relevant platform specialisations.

• Experience managing resource scheduling across multiple customer engagements and balancing competing priorities.

• Strong stakeholder management and communication skills, with the ability to independently manage operational-level customer relationships.

• Confidence in handling challenging customer conversations, managing expectations and building long-term customer relationships.

• Experience leading technical workstreams and supporting continuous improvement across multiple engagements.