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:
- 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 HR, Legal or Workplace Services 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 (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
- 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
