ServiceNow Technical Consultant

About the role

The Technical Consultant designs and delivers ServiceNow solutions that align technical requirements with customer business goals. The role defines sustainable technical architecture, drives story execution, resolves technical escalations, supports customer workshops and demonstrations, and guides Associate Technical Consultants while applying ServiceNow standards, leading practices and the Now Create methodology.

Key responsibilities

• Scope and validate technical work, support customers with technical documentation and share customer successes.
• Define technical architecture, translate requirements into technical specifications and user stories, and reduce technical debt.
• Drive story execution and resolve technical escalations from junior Expert Services team members.
• Coach and manage Associate Technical Consultants.
• Lead smaller customer workshops to assess current processes and define future-state solutions.
• Deliver ServiceNow workflow solutions in line with technical standards and leading practices.
• Advise customers on using ServiceNow platform capabilities to improve business processes.
• Guide customers in completing business requirement workbooks and other technical documentation.
• Create technical unit tests, oversee unit testing, support defect remediation and contribute to migration and go-live readiness.
• Run customer-relevant sprint demonstrations explaining the solution, technical decisions and business value.
• Support adoption strategies, training materials, technical knowledge transfer and customer handoff.
• Maintain current skills and certifications for the aligned ServiceNow workflow.

Required profile

• 5+ years of experience in ServiceNow.
• Demonstrated experience designing and delivering ServiceNow solutions for external customers.
• Ability to define technical architecture, translate business requirements into technical specifications and drive stories through completion.
• Experience independently running projects or programs and resolving complex technical issues.
• Strong customer-facing communication, workshop facilitation, collaboration, coaching, documentation and stakeholder management skills.
• Good-to-have certifications: ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD) and a Certified Implementation Specialist (CIS) aligned with the supported workflow.
• Ability to apply AI tools under guidance to streamline workflows and generate insights, with an understanding of core AI concepts and ethical considerations.