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.