Principal ServiceNow Consultant - CSM, ITSM

CDW•Virtual - Illinois, IL

9d•$156,000 - $240,800•Onsite

About The Position

The Principal ServiceNow Consultant ensures solutions are implemented as designed to the customer’s satisfaction and approval. They make innovative contributions to new solution/product design and implementation based on an understanding of applicable technology and system-wide impact, hardware-software tradeoffs, and business issues. This role provides oversight, project guidance, and leads technical delivery of Digital Velocity solutions. CDW is committed to being an AI-fluent organization, looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. The company values adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI, aiming to create a culture where AI enhances human creativity and decision-making. CDW is also committed to fostering an equitable, transparent, and respectful hiring process, encouraging candidates to embrace an AI mindset. CDW is a Fortune 500 technology solutions provider that helps organizations achieve what’s possible through technology. They act as one, build trust, speak candidly, and work together. They play to win, focusing on what matters most and delivering for customers. They think forward, staying curious, moving fast, and continuously learning. They believe meaningful work happens when people feel supported, heard, and empowered to contribute, considering themselves coworkers, not just employees. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. Joining CDW means becoming part of a collaborative environment where work matters, growth is supported, and contributions help shape what’s next.

Requirements

Bachelor's degree and 10+ years of enterprise ServiceNow consulting, architecture, or platform delivery experience OR 14+ years of enterprise ServiceNow consulting, architecture, or platform delivery experience.
Expertise in CSM and ITSM
ServiceNow Certified Technical Architect (CTA) certification required
Demonstrated leadership providing expert advice on ServiceNow and architecture design, including demonstrated expertise providing technical leadership across large-scale ServiceNow implementations.
Subject matter expertise with ability to stay current on emerging technologies and develop IT services offerings.
Proven ability to maintain client relationships as a trusted advisor and mentor engineers.
Strong communication skills with experience presenting and recommending technology solutions.
Ability to build relationships across all organizational levels and present complex solutions.
Ability to multitask, prioritize, and perform in fast-paced and ambiguous environments.
Willingness to travel to CDW locations or client sites.
Valid U.S. driver’s license required.

Responsibilities

Provide enterprise-wide technical governance across the ServiceNow platform.
Contribute to development of training plans and approaches to best equip staff for successful implementations.
Develop standards, best practices, and training for team members in partnership with technical architects and technical leads.
Define project strategies and technical options to balance customer project goals with financial constraints.
Provide leadership and expert guidance on ServieNow subject matters and solution architecture design to customers and internal stakeholders.
Escalate and communicate risks and alternatives with executives and stakeholders while resolving complex technical issues.
Interface with customer technical and business executive leadership through presentations and solution discussions.
Communicate complex ideas clearly, anticipate objections, and align expectations across stakeholders.