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.

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.