ServiceNow
Principal Technical Consultant (Architect), CRM & Industry - Telecommunications(P)
Be an Early Applicant
The Principal Technical Consultant will architect and configure the ServiceNow Platform for CRM and Industry workflows, participate in workshops, and guide customers in maximizing their use of ServiceNow to achieve business outcomes.
Company Description
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 - ServiceNow 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.
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.
What you get to do in this role:
The Expert Services Principal Technical Architect is responsible for architecting and configuring the ServiceNow Platform in the CRM and Industries Workflow based on leading practices to provide a solution that achieves customer outcomes. The Principal Technical Consultant is the functional and technical expert in customer engagements.• Lead and participate in workshops with customers to assess current processes and establish future-state processes.• Design and deliver ServiceNow CRM & Industry solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.• Provide oversight and unit testing of code developed by partner or customer employees.• Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.• Support the engagements efforts for Telecommunications-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders.• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.• Provide feedback to product development to improve the product based on experiences gained with customers.• Maintain skills/certifications on CSM (Customer Service Management) and/or FSM (Field Services Management) and/or Industry product offerings such as Telecommunications, Financial Services, HealthCare and Life Sciences for Customer Workflows.
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.• 8+ years experience as part of a professional services organization; or equivalent education/experience• Ability to travel up to 40% OR Ability to work outside of local timezone preferably night time IST• Industry domain expertise in Telecommunications• Creative with comfort running projects independently• Success driving complex issues through analysis and resolution• Experience working collaboratively• ServiceNow certifications in aligned workflow
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 ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow 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 [email protected] 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), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow 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 - ServiceNow 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.
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.
What you get to do in this role:
The Expert Services Principal Technical Architect is responsible for architecting and configuring the ServiceNow Platform in the CRM and Industries Workflow based on leading practices to provide a solution that achieves customer outcomes. The Principal Technical Consultant is the functional and technical expert in customer engagements.• Lead and participate in workshops with customers to assess current processes and establish future-state processes.• Design and deliver ServiceNow CRM & Industry solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.• Provide oversight and unit testing of code developed by partner or customer employees.• Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.• Support the engagements efforts for Telecommunications-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders.• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.• Provide feedback to product development to improve the product based on experiences gained with customers.• Maintain skills/certifications on CSM (Customer Service Management) and/or FSM (Field Services Management) and/or Industry product offerings such as Telecommunications, Financial Services, HealthCare and Life Sciences for Customer Workflows.
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.• 8+ years experience as part of a professional services organization; or equivalent education/experience• Ability to travel up to 40% OR Ability to work outside of local timezone preferably night time IST• Industry domain expertise in Telecommunications• Creative with comfort running projects independently• Success driving complex issues through analysis and resolution• Experience working collaboratively• ServiceNow certifications in aligned workflow
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 ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow 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 [email protected] 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), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow 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.
Top Skills
AI
CRM
Servicenow
Telecommunications
ServiceNow London, England Office
8 Salisbury Square, 6th Floor , London, United Kingdom, EC4Y 8BB
ServiceNow Staines, England Office
Strata Building, 1 Bridge Street, Ground Floor and First Floor , Staines, United Kingdom, TW18 4TP
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