Job Description

Company Description
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.

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 Principal Technical Consultant (Platform - AI and Data) role leads the design and delivery of complex ServiceNow solutions driving enterprise transformation and measurable outcomes. Partnering with executive stakeholders, the role defines solution strategy, technical standards, and best-practice implementation across large programs. The ideal candidate brings deep expertise in AI technologies and data architecture, resolves complex system challenges, and guides cross-functional teams to deliver scalable, high-quality solutions. They act as a trusted advisor and deep hands-on expert influencing platform strategy, driving innovation, and enabling transformative integration architectures that scales AI solutions on the platform.
What you get to do in this role:

• Act as the primary technical lead across large-scale ServiceNow programs, rallying diverse matrixed teams through strong consulting skills
• Lead workshops to define, re-engineer, and optimise enterprise processes across current and future state, while maximising value of Generative AI, Workflow Data Fabric, and Platform solutions on ServiceNow
• Architect scalable, sustainable solutions and present strategic technical and business concepts effectively to varied stakeholders
• Develop detailed user stories, test strategies, and comprehensive solution design documents and customer hand-over deliverables
• Lead configuration and development of Generative AI, AI Agents, complex automation workflows, and integrations
• Ensure delivery quality and consistency through technical leadership, oversight and partner alignment
• Lead pre-sales engagements through solutioning, strategic thought leadership, impactful presentations, creative scoping, and accurate effort estimation activities
• Contribute innovation, best practices, and thought leadership across global CEG and product communities
• Mentor and guide colleagues, customers, and partners in technical excellence and platform best practices

Qualifications
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.
• Minimum 8 years of hands-on experience in configuring and developing on the ServiceNow platform, covering advanced capabilities such as Now Assist, Agentic use cases, Virtual Agent, AI Search, and integrations

• Proven experience in applying AI to enhance workflows, optimise decision-making, and drive innovation within business processes
• Proven ability to lead, influence and navigate effectively in complex customer environments, presenting well-reasoned technical strategy and solution options with clear pros, cons, and risks considerations
• Experienced in engaging both technical and business stakeholders to capture requirements and design comprehensive, scalable solutions
• Strong capability in articulating complex business and technical concepts through visual models, workflows, and wireframes
• Deep customer focus with a commitment to delivering excellence
• Creative, analytical thinker with strong problem-solving and decision-making skills
• Naturally curious, proactive, and self-motivated in exploring new technologies and approaches
• Thrives in fast-paced, evolving environments with concurrent assignments
• Exceptional communication, collaboration, and interpersonal skills across diverse teams
• Proven ability to rally, drive and guide on project teams
• Experienced in Agile methodologies with a strong understanding of iterative delivery practices

Strong Technical skills:

• Well-versed in Artificial Intelligence, Machine Learning, and/or Data Science concepts
• Experienced with common security interfaces and protocols including OAUTH, LDAP, VPN, SSL, SAML/SSO, REST, and SOAP
• Deep understanding of API design, ETL processes, event-driven architecture and integration patterns
• Skilled in Object-Oriented Design and responsive application development
• Strong grasp of data management, database design, and related concepts
• Familiar with web application stack components and experienced in working with SaaS platforms

ServiceNow Certifications (required):

• Certified Application Developer (CAD)
• Certified Implementation Specialist (CIS) in one other ServiceNow product (e.g. Service Provider, Performance Analytics)
• Core Platform micro-certifications - Virtual Agent, AI Search, Flow Designer, Integration Hub

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

• Certified Technical Architect (CTA)
• Delivery Accreditation - AI Agents
• Delivery Accreditation - Now Assist for Creator, Now Assist Skill Kit, Now Assist for App Engine
• Certified Implementation Specialist (CIS) - Data Foundations
• 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

FD21
Additional Information
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. . 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 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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