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 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 Service Now 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 Service Now 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 Service Now’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 Service Now 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 Service Now’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 Service Now’s GenAI and Platform capabilities more accessible to the broader Service Now 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 Service Now’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 Service Now AI and Platform products
• Up to 25% travel annually, driven by customer needs and internal meetings

To be successful in this role you have:

• At least 7 years of configuration/development experience in Service Now platform across highly-capable technologies – inclusive of Now Assist, Virtual Agent, AI Search, custom applications, integrations, portals and UI Builder workspaces
• 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.
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in complex and varied customer environments, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems
• Interacts well with both technical and non-technical customers, attains relevant technical and business requirements and designs comprehensive solutions
• Strong aptitude toward communicating complex business and technical concepts using visualisation and modelling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams
• Customer-centric mentality, willing to go the extra mile for the customer, and will break down all barriers to ensure customer success
• Customer-focused mindset and commitment to delivering high-quality results
• Creative and analytical mindset with strong problem-solving skills
• Curious about new technology, proactive and a self-starter
• Ability to work effectively in a fast-paced, dynamic environment
• Excellent communication and collaboration skills
• Proven team player and team builder
• Familiarity with Agile methodologies and experience working in an Agile environment
• Strong Technical skills:Artificial Intelligence, Machine Learning, or Data Science
• Strong in JavaScript, HTML, and libraries/frameworks such as AngularJS, and components-based solutions like Angular 2+ or React
• LDAP, VPN, SSL, SAML/SSO, REST/SOAP and other widespread enterprise technologies
• Experience and understanding of Object-Oriented Design, responsive design
• Data management, database design, and database concepts
• Working knowledge of the components in a web applications stack and working with SaaS technologies
• Service Now Certifications (required):Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Certified Implementation Specialist (CIS) in one other Service Now product (e.g. CSM, ITOM, Sec Ops, ITSM)
• Core Platform micro-certifications
• Integration Hub, Virtual Agent, AI Search Flow Designer, UI Builder, Service Portal, Mobile)
• Desired Service Now Certifications (required or must achieve within the first 180 days):

Certified Technical Architect:

• Delivery Accreditation – AI Agents
• Delivery Accreditation – Now Assist for Creator, Now Assist for Creator
• Must be able to travel up to 25% annually, where required
• Must be able to accommodate adjusted working hours to support customers across APAC region.

If you do not meet all the above qualifications, but still think you have something to offer this team, please apply! Candidates with lesser experience will be considered for appropriate roles.

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 Opportunity Employer

Service Now 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 globaltalentss@servicenow.com 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.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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 — Service Now 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.