It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Job Description
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 Senior Technical Consultant (Core Business Workflow) role leads the design and implementation of ServiceNow solutions to accelerate customer adoption and drive business outcomes. The role partners with customers to address key challenges, design and configure best-practice solutions, and drive delivery excellence. The ideal candidate is experienced in Core Business Workflows domains (e.g. HRSD, WSD, LSD and/or FSC) and leads both design and build across diverse stakeholders including customers, partners and junior team members.
What you get to do in this role:
- Manage technical delivery streams within large ServiceNow engagements, across diverse matrixed and cross-functional teams
- Facilitate process re-engineering and optimisation workshops and guide customers to maximise the value of ServiceNow technologies.
- Act as a domain expert in Core Business Workflows, consulting effectively and navigating strategically across specialised areas (e.g. Human Resources, Legal, and Workplace Services)
- Architect scalable, best-practice solutions and present technical concepts effectively to varied business and technical stakeholders
- Create detailed user stories, test strategies, solution design documents and customer hand-over deliverables
- Configure and develop automation workflows and domain specific solutions aligning to ServiceNow standards
- Ensure consistent quality through technical oversight and testing
- Support pre-sales by leading scoping, solutioning, and estimation discussions
- Contribute innovation, best practices, and thought leadership to global CEG and product teams.
- Mentor colleagues, guide on customers, and partners on technical excellence and delivery quality
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 5 years of hands-on experience in configuring and developing ServiceNow or equivalent solutions within related service domains (e.g. Human Resources, Legal, or Workplace).
- Familiar with leading ServiceNow implementations.
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Skilled at engaging both technical and business stakeholders to gather requirements and design end-to-end solutions
- Strong ability to simplify and present complex concepts through visual models, workflows, and wireframes
- Deep customer focus with a passion for delivering excellence
- Combines creativity with analytical thinking and effective problem-solving
- Naturally curious, proactive, and self-driven in adopting new technologies
- Thrives in fast-moving environment with concurrent assignments
- Exceptional communication, collaboration, and interpersonal skills
- Demonstrated success as both a team contributor and leader
- Experienced in Agile delivery methodologies and collaborative project execution
- Technically proficient in web technologies (XML, HTML, JavaScript, Web Services, CSS, middleware, LDAP, SSO, OAUTH, etc.) and working experience with SaaS technologies
- Strong grasp of data management, database design, and related concepts
- ServiceNow Certifications (required or must achieve within the first 90 days):
- Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist (CIS) - - Human Resources / Workplace Service Delivery / Legal Service Delivery
- Desired ServiceNow Certifications (required or must achieve within the first year):
- Completion of Architecture Excellence (ArchX) program
- 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 InformationWork 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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [email protected] 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. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.
Skills Required
- Minimum 5 years of hands-on experience configuring and developing ServiceNow or equivalent solutions in related service domains
- Experience leading ServiceNow implementations
- Experience integrating or evaluating AI in work processes, decision-making, or problem-solving
- Ability to engage technical and business stakeholders to gather requirements and design end-to-end solutions
- Ability to present complex concepts using visual models, workflows, and wireframes
- Experience with Agile delivery methodologies and collaborative project execution
- Proficiency in XML, HTML, JavaScript, Web Services, CSS, middleware, LDAP, SSO, OAuth, and SaaS technologies
- Strong understanding of data management and database design
- ServiceNow Certified System Administrator certification, or ability to obtain within 90 days
- ServiceNow Certified Application Developer certification, or ability to obtain within 90 days
- ServiceNow Certified Implementation Specialist certification in Human Resources, Workplace Service Delivery, or Legal Service Delivery, or ability to obtain within 90 days
- Completion of the ServiceNow Architecture Excellence program within the first year
- Ability to travel up to 30% annually
- Ability to accommodate adjusted working hours supporting customers across APAC
What the Team is Saying
ServiceNow Compensation & Benefits Highlights
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Healthcare Strength — Healthcare is described as comprehensive, with employer‑verified medical, dental, vision, life and disability coverage plus mental‑health support. Feedback suggests plan breadth and quality are a standout element of the package.
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Leave & Time Off Breadth — Time off options include flexible PTO, paid holidays, paid volunteer time, and additional company “Wellbeing Days.” Feedback suggests employees value the breadth of recharge time available.
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Equity Value & Accessibility — Ownership programs feature a 15%‑discount Employee Stock Purchase Plan alongside role‑based equity (e.g., RSUs) and performance bonuses. Feedback suggests these elements meaningfully lift total compensation beyond base pay.
ServiceNow Insights
What We Do
As the AI platform for business transformation, we're putting AI to work across organizations — freeing people for work that matters. Making old tech work with new tech. Reaching across departments, from the front office to the back office and every office in between. Our ambition? To become the AI defining enterprise software company of the 21st century (or "AI DESCO21C," as we like to call it). With more than 8,400+ customers, we serve approximately 90% of the Fortune 500®, and we're proud to be a Fortune 100 Best Companies to Work For® and World's Most Admired Companies™. Explore your future career with us, visit www.careers.servicenow.com From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.
Why Work With Us
By joining ServiceNow, you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We're committed to helping our people do their best work and live their best lives so we can fulfill our purpose together. At the fastest-growing enterprise software company, you can grow your career faster.
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ServiceNow Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
At ServiceNow, we lead with flexibility and trust. For some, home is the primary workplace. For those who come into a ServiceNow workplace, you are empowered to make team-guided and individual-led decisions on how and when you use the workplace.
