ServiceNow Technical Consultant

ServiceNow Technical Consultant

Heredia, Costa Rica

ServiceNow Technical Consultant

Role Summary

The Technical Consultant designs and delivers ServiceNow solutions that align technical requirements with customer business goals. The role defines sustainable technical architecture, drives story execution, resolves technical escalations, supports customer workshops and demonstrations, and guides Associate Technical Consultants while applying ServiceNow standards, leading practices, and the Now Create methodology.

Key Responsibilities

• Scope and validate technical work, support customers with technical documentation, and share customer successes to promote consistent delivery.
• Define technical architecture for long-term success, translate requirements into technical specifications and user stories, and reduce technical debt.
• Drive story execution and resolve technical escalations from junior Expert Services team members.
• Coach and manage Associate Technical Consultants.
• Participate in and lead smaller customer workshops to assess current processes and define future-state solutions.
• Deliver ServiceNow workflow solutions in accordance with ServiceNow technical standards and leading practices.
• Advise customers on how to use ServiceNow platform capabilities to improve business processes and realize value.
• Guide customers in completing business requirement workbooks and other technical documentation.
• Create technical unit tests, oversee unit testing, support defect remediation, and contribute to migration and go-live readiness.
• Conduct customer-relevant sprint demonstrations that clearly explain the solution, technical decisions, and business value.
• Support adoption strategies, training materials, technical knowledge transfer, and customer handoff activities.
• Maintain current skills and certifications for the aligned ServiceNow workflow.

Qualifications

• 5+ years of experience in ServiceNow
• Demonstrated experience designing and delivering ServiceNow solutions for external customers.
• Ability to define technical architecture, translate business requirements into technical specifications, and drive stories through completion.
• Experience independently running projects or programs and resolving complex technical issues through analysis and resolution.
• Strong customer-facing communication, workshop facilitation, collaboration, coaching, documentation, and stakeholder-management skills.
• Ability to tell a clear, customer-relevant story while demonstrating ServiceNow solutions.
• Good- to-have certifications: ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), and a Certified Implementation Specialist (CIS) certification aligned with the supported workflow.
• Ability to apply AI tools under guidance to streamline workflows, generate insights, and support strategic initiatives.
• Understanding of core AI concepts, ethical considerations, and platform capabilities, with the ability to explain customer applications with support.