Principal Technical Consultant – Technology and Core Business Workflows

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role: 

We are seeking a highly experienced Principal Technical Consultant in ServiceNow with a proven track record of delivering large scale enterprise implementations across Technology Workflows such as ITSM, ITOM, ITAM, SPM, Risk, SecOps and Core Business Workflows including HRSD, S2P, Workplace Service Delivery, Legal and others.

This is a senior consultative role requiring both deep technical expertise and strong client-facing skills. The ideal candidate acts as a trusted advisor, guiding clients through strategic roadmaps, adoption strategies and process improvements, while delivering scalable, maintainable ServiceNow solutions aligned with leading practices.

• The Principal Technical Consultant will Lead the configuration, design and implementation of multiple ServiceNow modules with hands-on technical expertise
• Design and optimize solutions using JavaScript, Flow Designer, Playbooks, Business Rules, Client Scripts, UI Policies, ACLs, Notifications, Knowledge Management, Service Portal, Employee Center and platform automation features
• Drive large-scale integrations with high data volumes, ensuring performance, security and maintainability
• Apply best practices in platform governance, performance optimization and maintenance including upgrades and patching cycles
• Act as a trusted advisor on adoption strategies, process improvements and alignment with ServiceNow leading practices
• Lead workshops, define current and future state processes and ensure solutions achieve business outcomes
• Oversee and validate development work from partners or customer teams, ensuring quality and adherence to technical standards
• Collaborate across functions including BPCs, architects, project managers and business consultants to deliver high value outcomes
• Mentor and coach junior consultants and contribute to organizational knowledge and leading practices
• Drive strategic conversations with senior client stakeholders and serve as a thought leader in the industry

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.
• Advanced English and Spanish
• Fifteen years of progressive experience in professional services or equivalent technical and consulting experience
• Proven hands-on experience in ServiceNow implementations across Technology and Core Business Workflows
• Advanced development skills in
• JavaScript including scripting with Business Rules, Client Scripts, Script Includes, UI Policies, ACLs and customizations E
• xperience with Flow Designer, Playbooks, Knowledge Management, Service Portal, Employee Center and platform automation Strong experience with large data volume integrations using ServiceNow native and custom approaches
• Solid knowledge of platform performance, governance, maintenance best practices and technical architecture
• Deep expertise in at least three ServiceNow modules Demonstrated experience driving adoption, client engagement and strategic roadmaps
• Experience evaluating and leveraging AI-powered workflows and automation for business outcomes
• Nice to Have ServiceNow certifications including CTA, CSA, CAD and two or more CIS certifications aligned to implemented workflows
• Experience with platform upgrades, patching and technical maintenance Knowledge of business processes related to ServiceNow modules Industry experience in Financial Services, Telecommunications or Public Sector Familiarity with architecture frameworks such as TOGAF or similar

Key Competencies and Soft Skills

Excellent written and verbal communication and executive presence Ability to manage complex client relationships and influence senior stakeholders Strong consultative and problem-solving skills Creative, entrepreneurial and comfortable driving initiatives independently Experience working collaboratively across global teams Ability to travel up to fifty percent as required

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. In addition, 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 [email protected] 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. 

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