ServiceNow Technical Consultant

About the Role

We are seeking a ServiceNow Technical Consultant to act as the bridge between business stakeholders and technical teams. This role is responsible for translating business requirements into scalable, practical ServiceNow solutions and providing clear guidance to developers throughout delivery. This is primarily a solution consulting and design role, rather than a hands-on development position.

Key Purpose of the Role

The successful candidate will:

• Gather and understand business requirements.
• Design ServiceNow solutions that align with business objectives.
• Recommend best-practice approaches using native ServiceNow capabilities.
• Provide technical direction to developers.
• Support testing, implementation, and ongoing platform improvement.
• Act as a trusted advisor to both technical and non-technical stakeholders.

This role focuses on solution ownership, stakeholder engagement, and technical consulting, rather than day-to-day coding.

Key Responsibilities

Solution Design & Consulting

• Lead requirements discovery sessions and stakeholder workshops.
• Translate business requirements into ServiceNow solutions.
• Assess technical feasibility, risks, dependencies, and impacts.
• Produce functional and technical design documentation.
• Recommend scalable and maintainable platform solutions.

Stakeholder Management

• Work closely with business stakeholders, Product Owners, and project teams.
• Explain technical concepts in business-friendly language.
• Challenge requirements where simpler or more effective solutions exist.
• Provide recommendations and technical guidance throughout delivery.

Technical Advisory & Developer Support

• Provide technical direction during solution build activities.
• Review proposed configurations and development approaches.
• Support developers by clarifying requirements and design intent.
• Assist with proof-of-concept configurations where required.

Testing & Delivery Support

• Support system testing, integration testing, and UAT activities.
• Assist in defect analysis and root cause identification.
• Validate solutions against agreed business requirements.
• Identify deployment risks and implementation dependencies.

Platform Governance

• Promote the use of standard ServiceNow functionality.
• Minimize unnecessary customization and technical debt.
• Ensure solutions are secure, scalable, and maintainable.
• Support platform best practices and governance standards.

Required Skills & Experience

ServiceNow Expertise

• 3+ years of ServiceNow experience.
• Strong experience in ServiceNow solution design and implementation.
• Strong knowledge of ITSM and/or CSM.
• Experience translating business requirements into technology solutions.

Technical Knowledge

• ServiceNow Flow Designer
• ServiceNow Tables & Data Relationships
• Roles, Groups & ACLs
• Business Rules & Client Scripts
• REST APIs
• IntegrationHub
• Workflow Automation
• ServiceNow Security Concepts

Consulting & Business Skills

• Requirements Gathering
• Business Analysis
• Workshop Facilitation
• Stakeholder Management
• Solution Documentation
• Technical Consulting
• Process Improvement
• Agile Delivery Experience