Principal Technical Consultant, ServiceNow

Roles and Responsibilities

Lead project teams and mentor developers to design, architect, and deploy complex, scalable solutions on the ServiceNow platform.

Own the solution architecture for complex, multi-module programs, coordinating resources across technical teams and organizational practices.

Lead the architecture and design of end-to-end solutions, including custom applications, highly scalable Service Portal frameworks, and complex orchestration flows.

Lead integration design sessions, defining a robust strategy for connecting ServiceNow with third-party tools using REST/SOAP APIs, IntegrationHub, and MID Servers.

Lead client workshops and requirements-gathering sessions as the primary technical and process expert, translating business needs into detailed technical specifications and design documents.

Lead the creation of critical written deliverables (architecture diagrams, solution design documents, best-practice guides) and present compelling client demos and working sessions.

Serve as the primary technical escalation point for the project team, troubleshooting and resolving the most complex platform issues.

Participate actively in the pre-sales cycle as a subject matter expert, assisting with solutioning, estimation, and strategic roadmap planning.

Provide concrete thought leadership to internal teams and our customers on platform best practices, governance, and emerging capabilities.

Craft innovative and high-impact solutions for complex client challenges, relying on large teams to implement.

Drive consensus with senior customer stakeholders in solving complex solution challenges.

10+ years of ServiceNow experience, with at least 3 years as a subject matter expert in ServiceNow architecture and development.

Expert knowledge and proven implementation experience in multiple ServiceNow modules, with mandatory expertise inat least two ServiceNowProducts(ITOM/ITAM/CSM/SecOps/IRM/HRSD).

Deep experience within the process areas of the ServiceNow Products.

Expert-level development skills on platform features, including but not limited to advanced scripting (JavaScript, Glide API, Script Includes), Flow Designer, Service Portal, and custom application development.

Strong, hands-on skills integrating ServiceNow with third-party tools, with deep expertise in IntegrationHub , REST/SOAP APIs, and data governance best practices.

Strong presentation and communication skills, with the ability to articulate complex technical trade-offs to senior management and non-technical stakeholders.

Demonstrated ability to design highly scalable solutions and articulate trade-offs between different architectural approaches.

Strong project and situational awareness with a self-starter mentality and meticulous attention to detail.

Required Certifications

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Implementation Specialist (CIS), any Product line

Preferred Certifications

ServiceNow Certified Application Developer (CAD)

ServiceNow Certified Technical Architect (CTA) is a significant bonus.

Expectations

Act as a lead contributor and thought leader, defining and enforcing platform-wide best practices, governance frameworks, and reusable assets.

Be an early adopter of new ServiceNow platform features and certifications, actively mentoring junior team members on new capabilities.

Serve as a key resource for the presales team, helping to identify, scope, and position complex, cross-practice solutions for new and existing clients.

Lead and mentor development teams, performing code audits and solution quality checks to ensure high-impact, high-quality deliverables.

Drive consensus with senior client stakeholders, and lead the scoping, planning, and methodology for critical projects, including platform upgrades and performance tuning.

Work on the organization's most impactful and unique technical challenges, contributing to projects that address future concepts, products, and technologies.