Senior Technical Consultant (Technical Architect), Core Business Workflows

The Team The Customer Excellence Group (CEG) is ServiceNow’s internal professional services organisation. 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 realise the value of their ServiceNow investment, while making ServiceNow the best buying decision they’ve ever made. The Role This Senior Technical Consultant (Core Business Workflow) role leads the design and implementation of ServiceNow solutions to accelerate customer adoption and drive business outcomes. The role partners with customers to address key challenges, design and configure best-practice solutions, and drive delivery excellence. The ideal candidate is experienced in Core Business Workflows domains (e.g. HRSD, WSD, LSD and/or FSC) and leads both design and build across diverse stakeholders including customers, partners and junior team members. What you get to do in this role: Manage technical delivery streams within large ServiceNow engagements, across diverse matrixed and cross-functional teams Facilitate process re-engineering and optimisation workshops and guide customers to maximise the value of ServiceNow technologies. Act as a domain expert in Core Business Workflows, consulting effectively and navigating strategically across specialised areas (e.g. Human Resources, Legal, and Workplace Services) Architect scalable, best-practice solutions and present technical concepts effectively to varied business and technical stakeholders Create detailed user stories, test strategies, solution design documents and customer hand-over deliverables Configure and develop automation workflows and domain specific solutions aligning to ServiceNow standards Ensure consistent quality through technical oversight and testing Support pre-sales by leading scoping, solutioning, and estimation discussions Contribute innovation, best practices, and thought leadership to global CEG and product teams. Mentor colleagues, guide on customers, and partners on technical excellence and delivery quality

To be successful in this role you have: 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, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. Minimum 5 years of hands-on experience in configuring and developing ServiceNow or equivalent solutions within related service domains (e.g. Human Resources, Legal, or Workplace). Familiar with leading ServiceNow implementations. Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. Skilled at engaging both technical and business stakeholders to gather requirements and design end-to-end solutions Strong ability to simplify and present complex concepts through visual models, workflows, and wireframes Deep customer focus with a passion for delivering excellence Combines creativity with analytical thinking and effective problem-solving Naturally curious, proactive, and self-driven in adopting new technologies Thrives in fast-moving environment with concurrent assignments Exceptional communication, collaboration, and interpersonal skills Demonstrated success as both a team contributor and leader Experienced in Agile delivery methodologies and collaborative project execution Technically proficient in web technologies (XML, HTML, JavaScript, Web Services, CSS, middleware, LDAP, SSO, OAUTH, etc.) and working experience with SaaS technologies Strong grasp of data management, database design, and related concepts ServiceNow Certifications (required or must ach