Senior Technical Consultant – Tech Workflows, Platform, Data & AI

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 (Tech Workflows, Platform, Data & AI) 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 Technology Workflows (ITx), Platform, Data & AI domain 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 Technology Workflows, Platform, Data & AI, consulting effectively and navigating strategically across specialised areas (e.g. Tech Workflow - ITSM, ITOM, ITAM, NowAssist/Otto, App Engine, Platform & Integrations)
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
To be successful in this role you have:
Minimum 5 years of hands-on experience in configuring and developing ServiceNow or equivalent solutions within related IT service, infrastructure, assets, and operations management domain (e.g. Tech Workflow - ITSM, ITOM, ITAM)
Familiar with leading IT infrastructure and operations management related systems and tools
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 and common protocols (HTTP, TCP, SNMP, SOAP, REST, XML, JavaScript, SSO, OAUTH, etc.) and working experience with SaaS technologies
Proficient in JavaScript, HTML, and modern frameworks such as AngularJS or React for component-based development
Deep understanding of API design, ETL processes, event-driven architecture and integration patterns
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) - ITSM / Discovery / Service Mapping / Event Management / Cloud Provisioning and Governance / Data Foundation
Desired ServiceNow Certifications (required or must achieve within the first year):
Completion of Architecture Excellence (ArchX) program
Certified Implementation Specialist (CIS) - Hardware Asset Management & Software Asset Management
Core Platform micro-certifications - Integration Hub, Flow Designer, UI Builder, Service Portal, Mobile
Preferred experience:
Proven experience delivering ITIL-aligned ITSM and CMDB implementations across enterprise environments
Strong grasp of Incident, Problem, Change, and Request processes with hands-on Service Management expertise
Deep infrastructure knowledge across compute, network, storage, and cloud platforms (AWS, Azure, VMware, Google)
Advanced system administration skills in Windows Domain and Unix, including domain structures, permissions, and SUDO policies
Skilled in troubleshooting IP protocols, connectivity, and firewall issues using tools such as SCOM, SolarWinds, and Netcool
Experienced in automation using Puppet, Chef, Ansible, and scripting languages (PowerShell, Python, JavaScript, etc.)
Familiar with multi-tier and micro-service application architectures and web technologies
Business-level fluency in Korean and English
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

Skills
Python, JavaScript, React, HTML/CSS, AWS, Azure, Ansible, ETL, Agile

Employment type
Full-time

Work arrangement
Hybrid