ServiceNow Senior technical Consultant

WHAT YOU WILL DO:

Own end-to-end technical architecture for ServiceNow programs, including solution design, integration patterns, environment strategy, data architecture, security model, portal architecture, and deployment governance.

Translate business and operating model requirements into scalable ServiceNow technical solutions across one or more product lines such as ITSM, ITOM, CSM, HRSD, SPM, IRM, or custom applications.

Define and enforce platform standards for scripting, scoped app design, CMDB and data model integrity, API integrations, DevOps and CI/CD alignment, portal design patterns, and upgrade-safe extensibility.

Provide hands-on technical leadership for complex builds, including Flow Designer, IntegrationHub, Script Includes, business rules, workspace and portal components, search experiences, and external system integrations.

Lead technical design workshops, architecture reviews, proof-of-concepts, and design authority forums with stakeholders, delivery teams, and customer leadership.

Mentor developers, leads, and consultants on architecture patterns, engineering quality, portal design strategy, performance optimization, and secure development best practices.

Identify risks, technical debt, and non-scalable customizations early, and steer delivery toward maintainable out-of-box aligned architecture decisions.
Core technical skills

Deep expertise in Now Platform architecture, data model design, ACL and security architecture, domain separation considerations, update strategy, and integration design.

Strong hands-on capability in JavaScript and ServiceNow server-side and client-side scripting, with working knowledge of HTML, CSS, REST, SOAP, and API-led integrations.

Experience designing and governing enterprise integrations with cloud platforms, identity providers, observability tools, middleware, and line-of-business applications.

Strong understanding of SaaS and PaaS architecture principles, multi-tenancy, automation, analytics, AI-adjacent platform capabilities, and enterprise architecture frameworks.

Experience across multiple ServiceNow product lines beyond core ITSM, preferably including at least two or more of ITOM, CSM, HRSD, ITAM, SPM, IRM/GRC, or App Engine.

Ability to balance out-of-box capability, configuration, and custom development while preserving upgradeability and long-term platform health.
Employee Center and CSM portal expertise

In-depth knowledge of building and governing Employee Center experiences, including Unified Taxonomy, Curated Experiences, Dynamic Topic Pages, Mega Menu, My Active Items, Recommended for You, Popular Topics, Quick Links, and employee-centric search configuration.

In-depth knowledge of building and governing CSM portals using Service Portal and Configurable Portal widgets, including page creation, widget configuration, Portal Data List, case-centric navigation, knowledge exposure, request experiences, and portal-specific access models.

Ability to design when to use separate portals versus a unified experience, with clear understanding that Employee Center and Customer Service portals are separate portals with distinct URLs, access controls, and licensing implications.

Strong experience in widget strategy, including using base widgets as-is, cloning widgets for controlled enhancement, and developing custom widgets only where required by experience, governance, or business differentiation.

Expertise in building portal information architecture, including taxonomy-led multi-department navigation for Employee Center and siloed case-management journeys for CSM portals.

Working knowledge of portal search configuration, knowledge surfacing, user criteria, content targeting, and performance considerations for high-traffic self-service experiences.

Ability to define migration and coexistence strategies between legacy Service Portal implementations and Employee Center experiences, including widget reuse, cloning strategy, and content/taxonomy redesign.
Portal-specific responsibilities

Architect employee self-service experiences that support multi-department discovery through taxonomy, dynamic pages, targeted content, and consolidated task visibility.

Architect customer and partner self-service portals that prioritize case creation, case tracking, knowledge deflection, contextual lists, and configurable portal widgets.

Establish standards for portal page models, widget reuse, naming conventions, content governance, search tuning, analytics, and extensibility.

Guide teams on trade-offs between out-of-box Employee Center capabilities and custom Service Portal development for CSM or specialized service experiences.

QUALIFICATIONS AND SKILLS:

7+ years of ServiceNow implementation, development, or architecture experience, including ownership of complex technical solution design and delivery.

Proven experience acting as a technical lead, solution architect, or platform architect on enterprise-scale ServiceNow programs.

Demonstrated success in designing complex solutions, custom applications, integrations, and self-service portal experiences across multiple systems and stakeholder groups.

Hands-on experience with Employee Center and or CSM portal design, including portal information architecture, widgets, search, security, and content strategy.

Strong client-facing consulting experience, including workshops, stakeholder communication, architecture presentations, and technical governance.
Leadership & behavioral traits

Strong problem-solving ability with the judgment to simplify complex requirements into practical architecture decisions.

Excellent communication and presentation skills, including the ability to explain technical trade-offs to senior stakeholders.

Collaborative leadership style with the ability to mentor teams, influence design choices, and uphold engineering and portal standards across delivery streams.

High accountability, delivery discipline, and comfort operating in ambiguous enterprise transformation environments.

CERTIFICATIONS:

Preferred

ServiceNow Certified Technical Architect (CTA).
ServiceNow Certified Master Architect (CMA).

Strongly desired

Certified System Administrator (CSA).
Certified Application Developer (CAD).
Two or more Certified Implementation Specialist (CIS) certifications aligned to major product lines such as CSM, HRSD, or ITSM.
Architecture Excellence accreditation, where relevant to current CTA pathway requirements.