ServiceNow Customer and Industry Workflows Specialist Solution Consultant

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.
Job Description
Join a High-Performing Team and Make a Lasting Impact
Are you a driven and passionate professional looking to make a significant impact on customer experience? We're seeking a talented Servicenow Customer & Industry Workflows Specialist Solution Consultant to join our dynamic team in Australia.
As a Specialist Solution Consultant, you'll play a pivotal role in driving customer success by delivering innovative solutions that address complex business challenges. You'll work closely with clients to understand their needs, recommend tailored solutions, and ensure their ongoing satisfaction.
What you get to do in this role:
The Solution Consultant is a technical consultant with the advanced ability to develop, position and provide product-specific solutions during sales cycles while achieving quarterly and annual sales goals for an assigned territory.
Solution Consulting: Conduct in-depth discovery workshops with telecommunications providers, MVNOs, and converged service operators across Australia and New Zealand to understand industry-specific needs (for example, order orchestration, service assurance, field service, and OSS/BSS integration) and recommend the right ServiceNow solutions.
Product Demonstrations: Deliver compelling demonstrations that showcase how ServiceNow's Customer & Industry Workflows accelerate telco transformation - from frictionless digital onboarding to AI-assisted network fault resolution and proactive 5G service management.
Customer Relationships: Build trusted relationships with ANZ telco customers and ecosystem partners (systems integrators, network vendors, and consulting firms) to foster long-term collaboration and account growth.
Strategic Programs: Guide strategic initiatives such as customer journey mapping, zero-touch service operations, and AI-driven experience improvement, aligning each to measurable business outcomes like NPS uplift, reduced truck rolls, and lower cost-to-serve.
Product Feedback: Provide actionable feedback to product management on telco-specific requirements - for example, cataloguing of network assets, integration patterns with OSS/BSS stacks, and compliance with ACMA and Commerce Commission regulations.
Team Collaboration: Share telco best practices, playbooks, and artefacts with other Solution Consultants to raise overall team capability and deal velocity.
Market Insights: Stay current on ANZ telecommunications trends (5G network slicing, fibre rollout, eSIM adoption, and regulatory shifts), competitive landscape, and ServiceNow differentiation in the vertical.
Why Join Us:
Career Growth: We invest in your professional development with opportunities for training, certifications, and career advancement.
Impactful Work: Your work will directly contribute to our company's success and help clients achieve their goals.
Competitive Compensation: Enjoy a competitive salary, bonus structure, and comprehensive benefits package.
Collaborative Culture: Work alongside a talented and supportive team that values innovation and collaboration.
Autonomy and Challenge: You'll have the opportunity to solve complex problems and make strategic decisions.
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, analysing AI-driven insights, or exploring AI's potential impact on the function or industry.
Deep domain expertise in the telecommunications industry, including familiarity with OSS/BSS systems, network operations, and customer experience challenges relevant to Australia and New Zealand providers.
7+ years of pre-sales solution consulting experience with a focus on Customer Experience (CX), ideally supporting Tier-1 or Tier-2 telco accounts.
Proven proficiency with the ServiceNow platform, particularly Customer & Industry Workflows, and an understanding of the Telecommunications Service Management (TSM) data model.
Strong technical expertise in cloud software solutions and integrations with common telco platforms such as Amdocs, Netcracker, Ericsson, or CSG.
Experience working collaboratively with product management, marketing, partners, and professional services.
Excellent communication and presentation skills, comfortable engaging stakeholders from network operations through to C-suite.
Territory management skills, including pipeline building and relationship management across the Australian and New Zealand telco landscape.
Ability to travel as needed across ANZ.
Certification in ServiceNow or relevant technologies will be preferred
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. Learn more here .
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 [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.
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