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 is part of the Platform, Data and AI team in APAC (Asia Pacific) and will have the opportunity to work with our biggest customers throughout the region. This Senior Technical Consultant - Platform, Data and AI role is functional and technical expert consulting with customers on implementing a ServiceNow Platform, Data and AI solutions – all with the goal of accelerating adoption and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges, consulting with customers on implementation solution designs and configuring the ServiceNow Platform, Data and AI products aligned to best practices The ideal candidate for this role will be passionate about AI and application design and development with deep product expertise, thrives in complex technical challenges, and be capable at leading both design and build activities across a cross-functional set of stakeholders (Customers, Partners, and less experienced team members). What you get to do in this role: Drive innovative business and digital transformation solutions with our customers Be a Lead member for one or more streams in large customer projects and focused of deliveringsubstantive customer outcomes. Collaborate with cross-functional teams, including sales and product development, to ensure the successful deployment of ServiceNow’s Generative AI and Platform, solutions. Design You will bring gravitas to customer meetings and workshops and be able to identify customer use cases, requirements and other relevant inputs for the overall success of the deployment. Run customer design workshops across Generative AI, Platform, App Engine, and Workflow Data Fabric solutions. Use your excellent communication skills to lead all the technical aspects of project delivery and solution delivery including presenting technical and business concepts to a variety of stakeholders. Architect and develop of solutions that consider long term technical architecture, process design and ServiceNow technical standards. Lead Platform wide process definition, re-engineering, improvement, and gap analysis of current/future-state processes and functionality during workshops with key customer sponsors and stakeholders Providing technical advice and thought-leadership to customers on how to best utilize ServiceNow’s GenAI and Platform technologies to achieve their business objectives Translate business and user requirements and technology constraints into solution concepts that are meaningful, easy to use, and engaging Writing detailed user stories, testing strategy and knowledge transfer while supporting customers in reviewing and approving them Creating solution design documents for complex solutions (e.g. custom Applications, Agentic Workflows, Integration patterns) Build You will be a key member of our expert team and will configure custom AI, Applications, Workflows and UI and use your customer centric interpersonal skills to work in culturally diverse, matrixed project teams. Prepare customer-facing technical deliverables and responsible for quality of configured/developed solution Configure/develop custom solutions across Now Assist skills, AI Agents, UI Builder/Workspaces, portal, automation and complex integrations components on the platform Provide oversight and unit testing of partner resources’ development Presales Provide services pre-sales support by conducting implementation solution presentations, leading solutioning/scoping discussions/workshops, estimating implementation engagement efforts in partnership with Services Account Executives and Solution Consultants. Innovation You will have the opportunity to contribute your innovation ideas for best practices, service offerings, and implementation methodology to the wider global team in CEG as well as our GenAI and Platform product teams. Contribute thought leadership and point-of-view documents, white papers, community postsand other documentation to make information about ServiceNow’s GenAI and Platform capabilities more accessible to the broader ServiceNow organization, customers, and partners Stay up-to-date with industry trends and emerging technologies in the field of GenAI, and apply this knowledge to continuously improve and evolve ServiceNow’s Service offerings and collateral You will use your passion for leadership and knowledge sharing to guide and mentor both colleagues, customers and our delivery partners in configuration best practices for ServiceNow AI and Platform products Up to 25% travel annually, driven by customer needs and internal meetings
