Senior Technical Consultant – Tech Workflows, Platform, Data & AI

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 (Tech Workflows, Platform, Data & AI) 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 Technology Workflows (ITx), Platform, Data & AI domain 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 Technology Workflows, Platform, Data & AI, consulting effectively and navigating strategically across specialised areas (e.g. Tech Workflow - ITSM, ITOM, ITAM, NowAssist/Otto, App Engine, Platform & Integrations)

• 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:

• Minimum 5 years of hands-on experience in configuring and developing ServiceNow or equivalent solutions within related IT service, infrastructure, assets, and operations management domain (e.g. Tech Workflow - ITSM, ITOM, ITAM)

• Familiar with leading IT infrastructure and operations management related systems and tools

• 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 and common protocols (HTTP, TCP, SNMP, SOAP, REST, XML, JavaScript, SSO, OAUTH, etc.) and working experience with SaaS technologies

• Proficient in JavaScript, HTML, and modern frameworks such as AngularJS or React for component-based development

• Deep understanding of API design, ETL processes, event-driven architecture and integration patterns

• Strong grasp of data management, database design, and related concepts

• ServiceNow Certifications (required or must achieve within the first 90 days):

• Certified System Administrator (CSA)

• Certified Application Developer (CAD)

• Certified Implementation Specialist (CIS) - ITSM / Discovery / Service Mapping / Event Management / Cloud Provisioning and Governance / Data Foundation

• Desired ServiceNow Certifications (required or must achieve within the first year):

• Completion of Architecture Excellence (ArchX) program

• Certified Implementation Specialist (CIS) - Hardware Asset Management & Software Asset Management

• Core Platform micro-certifications - Integration Hub, Flow Designer, UI Builder, Service Portal, Mobile

• Preferred experience:

• Proven experience delivering ITIL-aligned ITSM and CMDB implementations across enterprise environments

• Strong grasp of Incident, Problem, Change, and Request processes with hands-on Service Management expertise

• Deep infrastructure knowledge across compute, network, storage, and cloud platforms (AWS, Azure, VMware, Google)

• Advanced system administration skills in Windows Domain and Unix, including domain structures, permissions, and SUDO policies

• Skilled in troubleshooting IP protocols, connectivity, and firewall issues using tools such as SCOM, SolarWinds, and Netcool

• Experienced in automation using Puppet, Chef, Ansible, and scripting languages (PowerShell, Python, JavaScript, etc.)

• Familiar with multi-tier and micro-service application architectures and web technologies

• Business-level fluency in Korean and English

• Must be able to travel up to 30% annually, where required

• Must be able to accommodate adjusted working hours to support customers across APAC region

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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

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.

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