Senior Technical Consultant (Technical Architect), Core Business Workflows

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

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.

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 Qualifications 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