Senior Technical Accelerator Consultant – Impact

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 — Service Now 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.

Be a core part of a new team we are building in Staines, UK. We offer a hybrid work setup, with office days twice a week. The Senior Technical Accelerator Consultant – Impact role is part of Service Now Impact, our newest product. Service Now Impact personalizes customers' digital transformation journey on the Now Platform and accelerates their time‑to‑value.

As part of the global customer success organization, this role will help customers unlock business value and accelerate the adoption of the Service Now products they have purchased through delivering our technical accelerators.

You will act as the Service Now subject matter expert and bring Service Now best practices, innovations, and capabilities to help customers achieve their goals. We have high expectations and a career at Service Now means challenging yourself to always be better.

The ideal candidate is someone with significant experience in Service Now development and who wants to help our client base with their digital transformation capabilities.

• Present and deliver one or more offerings from our portfolio of technical accelerators to complex, large enterprise customers remotely
• Prepare all client‑facing and internal deliverables that are technology‑related
• Identify and drive process improvement opportunities, guide best practices development, and mentor/guide junior team members
• Guide development of new offerings for our technical accelerator portfolio
• Engage with customers’ requests in Impact including scoping of the level of effort, fulfilling business requirements, and resolving customer escalations
• Demonstrate the product, both standard and tailored to customer needs
• Responsible for understanding business and technical problems addressed by the Customer Success Program evolving products and business needs (security, upgrades, etc.)
• Develop and maintain strong working relationships with other teams
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences
• Mentor resources and peer review development work

• 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, analyzing AI‑driven insights, or exploring AI’s potential impact on the function or industry.
• Service Now skills & previous experience in different Service Now modules are required for this role
• Proven technical and business process experience in leading the development and delivery of Service Now solutions in client environments
• Knowledge of technical components such as LDAP, SAML/SSO and integrations that make use of these technologies
• Ideally, experience with AI/ML technology and preferably experience with Service Now Virtual Agent, Predictive Intelligence and Performance Analytics products
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.) and working in a SaaS environment
• Experience working with Agile methodologies
• Excellent communication and presentation skills
• Excellent interpersonal skills, customer‑centric attitude and experience working with cross‑functional teams and multi‑level stakeholders
• Prepared to study for, obtain and maintain Service Now certifications

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or…