Technical Consultant

Key Responsibilities:

• Lead smaller projects and teams, drive story execution, share customer successes, and

guide customers on technical decisions and business value.

• Develop and apply deep expertise in one to two ServiceNow offerings, providing prescriptive

guidance and maintaining platform health through hands-on technical leadership.

• Design sustainable ServiceNow workflow solutions and technical architectures aligned with

business objectives, technical standards, and leading practices.

• Translate requirements into technical specifications, acceptance criteria, and user stories

while promoting consistent product implementation across engagements.

• Configure ServiceNow solutions directly and oversee and unit-test code developed by partner

or customer employees.

• Guide customers through technical documentation and discussions, including business requirement

workbooks and implementation decisions.

• Participate in and lead smaller customer workshops to assess current processes and define

future-state solutions.

• Coach and mentor Technical Consultants and Associate Technical Consultants on solution design,

technical delivery, and project challenges.

• Support scoping activities with sales roles and validate the technical feasibility and delivery

approach for proposed work.

• Conduct customer-relevant sprint demonstrations that clearly explain the solution, technical

decisions, and business value.

• Drive complex technical issues through analysis, resolution, defect remediation, and customer

handoff.

• Provide product feedback based on customer experience and maintain current skills and

certifications for the aligned workflow.

Delivery Lifecycle Expectations

• Initiate: Review technical intellectual property from presales, participate in knowledge transfer,

review the instance health plan, validate the instance development path, draft the workshop

agenda with the Business Process Consultant, lead smaller workshops, support technical scoping, and

provide guidance during project kickoff.

• Plan: Lead technical discussions in customer workshops, translate requirements into user stories

and technical specifications, define acceptance criteria, create migration plans, and align

solution decisions with the Solution Architect and broader delivery team.

• Execute: Configure solutions directly, create technical unit tests, oversee and unit-test partner

or customer code, drive story execution, conduct sprint demonstrations, participate in sprint

planning, and lead technical knowledge transfer.

• Deliver: Guide UAT migration and go-live preparation, drive defect remediation, and

shape adoption, training, transition, and handoff plans with the Engagement Manager,

Solution Architect, and Business Process Consultant.

• Close: Lead or support the customer closeout workshop, remediate prioritized defects,

facilitate customer handoff, review feedback, provide inputs to success story documentation,

and identify product improvement opportunities.

Qualifications

• 8+ years of progressive professional services experience or equivalent education and experience.

• Demonstrated success designing and delivering ServiceNow solutions for external customers

and leading smaller projects and technical teams.

• Deep expertise in one to two ServiceNow offerings and industry-domain expertise aligned

with the supported workflow.

• Strong hands-on configuration skills and experience overseeing and unit-testing code developed

by partners or customers.

• Proven success driving complex technical issues through analysis and resolution while

maintaining solution quality and platform health.

• Strong customer-facing communication, workshop leadership, advisory, mentoring,

documentation, and stakeholder-management skills.

• Ability to tell a clear, customer-relevant story while demonstrating ServiceNow solutions

and explaining technical decisions and business value.

• Required certifications: ServiceNow Certified System Administrator (CSA), Certified

Application Developer (CAD), and a Certified Implementation Specialist (CIS) certification

aligned with the supported workflow.

• Ability to independently apply AI tools to optimize workflows, tailor customer solutions,

and inform strategic decisions.

• Ability to clearly explain AI system design, ethical implications, and ServiceNow platform

use cases while guiding responsible adoption.

• Ability to travel up to 50%.