Job Description

The Team

The Customer Excellence Group (CEG) is Service Now’s internal professional services organisation. The CEG team at Service Now 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 Service Now platform by getting them to realise the value of their Service Now investment, while making Service Now the best buying decision they’ve ever made.

The Role

This Senior Technical Consultant (Core Business Workflow) role leads the design and implementation of Service Now 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 Service Now engagements, across diverse matrixed and cross-functional teams
- Facilitate process re-engineering and optimisation workshops and guide customers to maximise the value of Service Now 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 Service Now 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 Service Now or equivalent solutions within related service domains (e.g. Human Resources, Legal, or Workplace).
- Familiar with leading Service Now 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, Java Script, Web Services, CSS, middleware, LDAP, SSO, OAUTH, etc.) and working experience with SaaS technologies
- Strong grasp of data management, database design, and related concepts
- Service Now 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 Service Now 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 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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Prospect Employer

Service Now 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 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

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📌 Senior Technical Consultant (Technical Architect), Core Business Workflows (India)
🏢 ServiceNow
📍 India