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.

JOIN A HIGH-PERFORMING TEAM AND MAKE A LASTING IMPACT

Are you a driven and passionate professional looking to make a significant impact on customer experience? We’re seeking a talented Servicenow Customer & Industry Workflows Specialist Solution Consultant to join our dynamic team in Australia.
As a Specialist Solution Consultant, you’ll play a pivotal role in driving customer success by delivering innovative solutions that address complex business challenges. You’ll work closely with clients to understand their needs, recommend tailored solutions, and ensure their ongoing satisfaction.

WHAT YOU GET TO DO IN THIS ROLE:

The Solution Consultant is a technical consultant with the advanced ability to develop, position and provide product-specific solutions during sales cycles while achieving quarterly and annual sales goals for an assigned territory.
Solution Consulting: Conduct in-depth discovery workshops with telecommunications providers, MVNOs, and converged service operators across Australia and New Zealand to understand industry-specific needs (for example, order orchestration, service assurance, field service, and OSS/BSS integration) and recommend the right ServiceNow solutions.
Product Demonstrations: Deliver compelling demonstrations that showcase how ServiceNow’s Customer & Industry Workflows accelerate telco transformation – from frictionless digital onboarding to AI-assisted network fault resolution and proactive 5G service management.
Customer Relationships: Build trusted relationships with ANZ telco customers and ecosystem partners (systems integrators, network vendors, and consulting firms) to foster long-term collaboration and account growth.
Strategic Programs: Guide strategic initiatives such as customer journey mapping, zero-touch service operations, and AI-driven experience improvement, aligning each to measurable business outcomes like NPS uplift, reduced truck rolls, and lower cost-to-serve.
Product Feedback: Provide actionable feedback to product management on telco-specific requirements – for example, cataloguing of network assets, integration patterns with OSS/BSS stacks, and compliance with ACMA and Commerce Commission regulations.
Team Collaboration: Share telco best practices, playbooks, and artefacts with other Solution Consultants to raise overall team capability and deal velocity.
Market Insights: Stay current on ANZ telecommunications trends (5G network slicing, fibre rollout, eSIM adoption, and regulatory shifts), competitive landscape, and ServiceNow differentiation in the vertical.

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, analysing AI-driven insights, or exploring AI’s potential impact on the function or industry.
Deep domain expertise in the telecommunications industry, including familiarity with OSS/BSS systems, network operations, and customer experience challenges relevant to Australia and New Zealand providers.
7+ years of pre-sales solution consulting experience with a focus on Customer Experience (CX), ideally supporting Tier-1 or Tier-2 telco accounts.
Proven proficiency with the ServiceNow platform, particularly Customer & Industry Workflows, and an understanding of the Telecommunications Service Management (TSM) data model.
Strong technical expertise in cloud software solutions and integrations with common telco platforms such as Amdocs, Netcracker, Ericsson, or CSG.
Experience working collaboratively with product management, marketing, partners, and professional services.
Excellent communication and presentation skills, comfortable engaging stakeholders from network operations through to C-suite.
Territory management skills, including pipeline building and relationship management across the Australian and New Zealand telco landscape.
Ability to travel as needed across ANZ.
Certification in ServiceNow or relevant technologies will be preferred
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