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ServiceNowSE

Senior Technical Consultant – ServiceNow IT Workflows

At ServiceNow, we make the world of work, work better for people.

ServiceNow

Employee count: 5000+

Canada only

What You’ll Do in This Role

As a Senior Technical Consultant – IT Workflows, you will serve as the functional and technical expert on federal customer engagements. You will guide customers in designing, configuring, and optimizing ServiceNow ITSM solutions—focusing on configuration over customization—to accelerate business outcomes and drive IT transformation.

In this role, you will:

  • Act as the technical expert for IT Service Delivery, configuring ServiceNow ITSM using best practices.
  • Support process definition, re-engineering, and gap analysis during workshops with sponsors and stakeholders.
  • Advise customers on how to maximize the out-of-the-box capabilities of ServiceNow ITSM to improve IT processes.
  • Lead design workshops focused on ServiceNow platform and ITSM technology.
  • Guide customers in completing documentation such as technical requirement workbooks.
  • Draft and refine technical user stories, acceptance criteria, testing strategies, and knowledge transfer plans.
  • Provide ad-hoc guidance and training to customer system administrators during engagements.
  • Lead technical delivery of ServiceNow projects, including oversight of partner-developed components and unit testing.
  • Develop integrations (e.g., SSO, LDAP) and portal components.
  • Prepare and own all customer-facing technical deliverables, ensuring high quality of the configured/developed solution.
  • Serve as a lead member of engagement teams, ensuring successful outcomes.
  • Manage multiple, complex initiatives simultaneously.
  • Promote continuous improvement in delivery practices and engagement materials.
  • Support pre-sales efforts as needed.
  • Provide mentoring and training to colleagues and partners in the ServiceNow ecosystem.
  • Travel up to 50% annually, based on customer and internal needs.

To succeed in this role, you will bring:

  • Experience leveraging or evaluating how AI can be integrated into IT processes (e.g., workflow automation, insights, problem-solving).
  • 5+ years of hands-on configuration/development experience with enterprise technologies, including integrations and portals.
  • Maintained skills/certifications in CIS-ITSM (and other ServiceNow risk implementation certifications).
  • Proven ability to influence and consult with IT sponsors/stakeholders, presenting balanced options with pros/cons to solve technical and business challenges.
  • Strong background in Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and SaaS platforms.
  • Familiarity with leading enterprise tools and systems such as Office 365, Teams, Workday, Twilio, etc.
  • Excellent communication, facilitation, and interpersonal skills with a customer-first mindset.
  • Ability to thrive in culturally diverse environments.
  • A proven team player and mentor, with experience building strong delivery teams.

Preferred Certifications

FD21

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. Learn more here. 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 globaltalentss@servicenow.com 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.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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.

About the job

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Posted on

Job type

Full Time

Experience level

Senior

Location requirements

Hiring timezones

Canada +/- 0 hours

About ServiceNow

Learn more about ServiceNow and their company culture.

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At ServiceNow, we make the world of work, work better for people. We deliver digital workflows that create great experiences and unlock productivity.

With 6,200+ customers, we serve ~80% of the Fortune 500. And we are on the 2020 list of FORTUNE World’s Admired Companies®. This is the future of work.

Who We Are

ServiceNow believes in the power of technology to reduce the complexity in our jobs and make work, work better for people.

What We Do

We transform old, manual ways of working into modern digital workflows. Employees and customers get what they need, when they need it—fast, simple, easy.

Careers

Want to ride a rocket ship? LinkedIn named us one of the top U.S. employers in 2019. Join a diverse, creative, fast-growing team that's changing how the world works.

Diversity, Inclusion and Belonging

ServiceNow embraces diversity, inclusion, and belonging as core to how we operate, how we recruit talent and develop our people, and how we create culture. We empower our employees to bring their best selves to work.

Leadership

“I believe ServiceNow has the potential to become one of the great enterprise software companies of this era.”
Bill McDermott, President and CEO

Employee benefits

Learn about the employee benefits and perks provided at ServiceNow.

View benefits

Learning and development budget

Learning and development stipend to grow your skills.

Paid parental leave

Generous family leave for all parents to support you and your family.

Volunteer opportunities

Paid volunteer time and matched donations for non profits that matter to you.

Retirement benefits

Generous 401(k) with matching and regional retirement plans to help you invest in your future.

View ServiceNow's employee benefits
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