Principal Consulting Engineer - ServiceNow

CDW•Virtual - Illinois, IL

3d•$156,000 - $225,000

About The Position

The ServiceNow Principal Consultant provides design and engineering services for ServiceNow projects and solutions, working with clients and internal teams. The role serves as a technical thought leader, overseeing technical solutions across projects and helping delivery teams apply consistent best practices. It also supports management in developing engineering and architecture capabilities, growing the ServiceNow practice, and aligning sales and delivery approaches. The position delivers consulting and engineering services to CDW customers, supports presales and solution estimation, leads customer workshops and training, and mentors engineers and architects. It also contributes to automation, AI-enabled solutions, and ServiceNow implementation practices, with an emphasis on supportable solutions, delivery quality, and measurable client value. Travel is estimated at 10%, with internal project work as applicable.

Requirements

Bachelor's degree and at least 7 years of ServiceNow experience, including at least 3 years in large enterprise consulting; alternatively, at least 10 years of ServiceNow experience, including at least 3 years in large enterprise consulting.
Demonstrated leadership and ability to provide expert technical and architecture advice.
Subject matter expertise and awareness of current technology trends, with ability to develop IT service offerings.
Ability to maintain client relationships as a trusted advisor and mentor engineers on project design and coordination.
Excellent communication skills and experience making technology recommendations.
Ability to build constructive relationships at all organizational levels, research complex technology solutions, and present them to clients.
Ability to remain calm and productive amid change, ambiguity, and risk.
Ability to multitask and prioritize in a fast-paced environment, anticipate future trends, and create value-adding strategies.
Willingness to travel to CDW locations or client sites.
Valid U.S. driver’s license.
Demonstrated knowledge of ServiceNow and awareness of multi-platform solutions and capabilities.
Certified Technical Architect (CTA), or demonstrated architect-level mastery of ServiceNow, including enterprise-wide technical governance, integration patterns, instance strategy, and upgrade and release approaches that keep implementations supportable and close to out-of-the-box.
Proficiency with IT operations automation tools and technologies, including configuration management tools such as Ansible, Puppet, or Chef; CI/CD tools such as Jenkins or GitLab CI/CD; IaC tools such as Terraform or CloudFormation; and containerization platforms such as Docker or Kubernetes.
Strong knowledge of ServiceNow principles and practices, including continuous integration, continuous delivery, infrastructure as code, and automated testing.
Ability to analyze complex systems, workflows, and dependencies to design effective automation solutions that meet business needs.
Understanding of AI and machine learning algorithms, including supervised and unsupervised learning, reinforcement learning, deep learning, and natural language processing.

Nice To Haves

Extensive experience leading complex, multi-workflow ServiceNow implementations from presales and estimation through design, build, testing, and go-live, with a record of meeting scope, budget, and quality commitments and recovering engagements that have gone off course.
A history of coaching architects and developers through design and code reviews, establishing delivery standards and reusable accelerators, and improving the overall capability of a practice.
Hands-on expertise with ServiceNow AI capabilities, including Now Assist, AI Agents, AI Agent Studio, Predictive Intelligence, and Virtual Agent, and understanding of the data and process readiness needed to deploy them responsibly.
Ability to identify ServiceNow AI use cases that can deliver measurable client value.
Ability to shape and present AI-enabled service offerings, translate platform capabilities into business outcomes, advise clients on governance, data quality, and change management, and keep current with ServiceNow's AI roadmap.

Responsibilities

Deliver professional services to CDW customers globally on major ServiceNow platforms.
Provide aggregate oversight of technical solutions across multiple projects to promote synergy and visibility for delivery teams.
Coordinate with other CDW consulting groups to develop cohesive technical approaches and bridge sales and delivery.
Promote technical standardization and opinionated approaches for client solutions.
Assist management with technical growth plans for engineers and architects.
Assist with statements of work (SOW) reviews and approvals as needed.
Assist with technical screening of candidates during interviews.
Lead technical deployment engineering with customers on workload design for major public cloud vendors.
Deliver customer and industry workshops and training on emerging ServiceNow technologies.
Train and mentor engineers and architects to prepare them to take on projects.
Provide ServiceNow engineering services, coordinate engagement strategies, and qualify technical resource augmentations.
Oversee team projects to ensure delivery excellence and serve as an escalation point.
Analyze complex systems, workflows, and dependencies to design automation solutions that address business needs.
Implement ServiceNow workflows and pipelines to automate software development, testing, deployment, and operations processes.
Perform billable consulting work for other CDW clients.
Support presales architects on large deals by validating consulting estimates and providing ServiceNow project expertise.
Meet training and certification requirements for selected vendors.
Help develop and mature ServiceNow solution practice areas in response to client needs and market demand.
Undertake internal projects when applicable.
Stay current with developments in AI and related fields.