Senior Technology Consultant

The Team The Customer Excellence Group (CEG) is ServiceNow’s internal professional services organization. The CEG team at ServiceNow works with customers to help them achieve their business outcomes by providing proven practice guidance and technical expertise. As part of the CEG Expert Services Delivery team you will work with our customers to drive consumption adoption and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to realize the value of their ServiceNow investment while making ServiceNow the best buying decision they’ve ever made. The Role This Senior Technical Consultant is part of the Platform Data and AI team in APAC (Asia Pacific) and will have the opportunity to work with our biggest customers throughout the region. This Senior Technical Consultant – Platform Data and AI role is functional and technical expert consulting with customers on implementing a ServiceNow Platform Data and AI solution all with the goal of accelerating adoption and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges consulting with customers on implementation solution designs and configuring the ServiceNow Platform Data and AI products aligned to best practices. The ideal candidate for this role will be passionate about AI and application design and development with deep product expertise that thrives on complex technical challenges and be capable at leading both design and build activities across a cross‑functional set of stakeholders (Customers Partners and less experienced team members). What you get to do in this role Drive innovative business and digital transformation solutions with our customers. Be a Lead member for one or more streams in large customer projects and focused on delivering substantive customer outcomes. Collaborate with cross‑functional teams including sales and product development to ensure the successful deployment of ServiceNow’s Generative AI and Platform solutions. Design solutions for complex customer initiatives. Run customer design workshops across Generative AI Platform App Engine and Workflow Data Fabric solutions. Use excellent communication skills to lead all the technical aspects of project delivery and solution delivery including presenting technical and business concepts to a variety of stakeholders. Architect and develop solutions that consider long‑term technical architecture, process design and ServiceNow technical standards. Lead platform‑wide process definition, re‑engineering, improvement and gap analysis of current/future‑state processes and functionality during workshops with key customer sponsors and stakeholders. Providing technical advice and thought‑leadership to customers on how to best utilize ServiceNow’s GenAI and Platform technologies to achieve their business objectives. Translate business and user requirements and technology constraints into solution concepts that are meaningful, easy to use and engaging. Write detailed user stories, testing strategy and knowledge transfer while supporting customers in reviewing and approving them. Create solution design documents for complex solutions (e.g., custom applications, agentic workflows, integration patterns). Build custom AI applications, workflows and UI, and use customer‑centric interpersonal skills to work in culturally diverse matrixed project teams. Prepare customer‑facing technical deliverables and ensure quality of configured/developed solution. Configure/develop custom solutions across Now Assist, AI Agents, UI Builder, Workspaces, portal automation and complex integration components on the platform. Provide oversight and unit testing of partner resources’ development. Provide pre‑sales support by conducting implementation solution presentations, leading solutioning/scoping discussions/workshops, and estimating implementation engagement efforts in partnership with Services Account Executives and Solution Consultants. Contribute innovation ideas for best‑practice service offerings and implementation methodology to the wider global team in CEG as well as our GenAI and Platform product teams. Contribute thought‑leadership and point‑of‑view documents, white papers, community posts, and other documentation to make information about ServiceNow’s GenAI and Platform capabilities more accessible to the broader ServiceNow organization, customers and partners. Stay up‑to‑date with industry trends and emerging technologies in the field of GenAI and apply this knowledge to continuously improve and evolve ServiceNow’s service offerings and collateral. Guide and mentor colleagues, customers and delivery partners in configuration best practices for ServiceNow AI and Platform products. Up to 25% travel annually driven by customer needs and internal meetings. Qualifications To be successful in this role you have: At least 7 years of configuration/development experience in ServiceNow platform across highly‑capable technologies including Now Assist, Virtual Agent, AI Search, custom applications, integrations, portals and UI Builder workspaces. Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making or problem‑solving. This may include using AI‑powered tools to automate workflows, analyze AI‑driven insights or explore AI’s potential impact on the function or industry. Demonstrated ability to influence and consult (providing options with pros, cons and risks) in complex and varied customer environments while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems. Interact well with both technical and non‑technical customers, attain relevant technical and business requirements, and design comprehensive solutions. Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows and diagrams. Customer‑centric mentality willing to go the extra mile for the customer and will break down all barriers to ensure customer success. Customer‑focused mindset and commitment to delivering high‑quality results. Creative and analytical mindset with strong problem‑solving skills. Curious about new technology, proactive and a self‑starter. Ability to work effectively in a fast‑paced dynamic environment. Excellent communication and collaboration skills. Proven team player and team builder. Familiarity with Agile methodologies and experience working in an Agile environment. Strong Technical Skills Artificial Intelligence, Machine Learning or Data Science Strong in JavaScript, HTML and libraries/frameworks such as AngularJS, Angular 2 or React. LDAP, VPN, SSL, SAML/SSO, REST/SOAP and other widespread enterprise technologies. Experience and understanding of Object‑Oriented Design, responsive design. Data management, database design and database concepts. Working knowledge of the components in a web applications stack and working with SaaS technologies. ServiceNow Certifications (required) Certified System Administrator (CSA) Certified Application Developer (CAD) Certified Implementation Specialist (CIS) in one other ServiceNow product (e.g., CSM, ITOM, SecOps, ITSM) Core Platform micro‑certifications – Integration Hub, Virtual Agent, AI Search, Flow Designer, UI Builder, Service Portal, Mobile Desired ServiceNow Certifications (required or must achieve within the first 180 days) Certified Technical Architect Delivery Accreditation AI Agents Delivery Accreditation Now Assist for Creator – Now Assist for Creator Must be able to travel up to 25% annually where required. Must be able to accommodate adjusted working hours to support customers across APAC region. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third‑party service. Equal Opportunity Employer ServiceNow is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. #J-18808-Ljbffr