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About the Role
As a Senior Advisory Solution Consultant on the ANZ CRM & Industry Workflows team, you will help universities, education departments, and government agencies in Australia improve their services by leveraging the ServiceNow platform. You will lead CRM specialist coverage for the education sector, working with various institutions and government bodies to transform their service delivery.
Responsibilities
- Lead CRM pursuits across universities and education departments from discovery to technical win.
- Collaborate with Account Executives and field Solution Consultants on complex deals and RFPs.
- Transform institutional challenges into strategies on the ServiceNow platform.
- Design and deliver demonstrations showcasing customer workflows, partner technologies, AI agents, and automation.
- Configure demo environments, set up POCs, integrate systems, and style portal experiences.
- Support CRM initiatives for state government agencies beyond education.
- Develop education solution frameworks, reference architectures, and go-to-market plays.
- Present at sector events and partner briefings.
- Influence account strategy by partnering with Sales and Executive Sponsors.
- Engage with senior leaders as a trusted advisor.
- Ensure successful project delivery by working with partners and delivery teams.
- Build relationships with Product Management, technology partners, and consulting firms.
- Advocate for public sector customers and stay informed about sector shifts.
- Mentor Solution Consultants in solution design, storytelling, and value articulation.
- Create reusable assets to enhance the pre-sales organization.
Requirements
- Experience leveraging or integrating AI into work processes, decision-making, or problem-solving.
- 10+ years in pre-sales solution consulting, sales engineering, or a related technical advisory role, ideally focused on customer experience, service transformation, student experience, or citizen services.
- Understanding of how education institutions operate, including the student lifecycle, enquiry volumes, funding pressures, and inter-departmental relationships.
- Familiarity with government agency procurement and service delivery processes.
- Solid technical foundation in front-ends, back-ends, APIs, and data integration.
- Proficiency with ServiceNow (CSM) or equivalent hands-on experience with Salesforce, Dynamics, or Pega.
- Track record of leading complex pursuits, including RFPs and executive engagement.
- Experience applying AI and automation to business workflows (e.g., virtual agents, intelligent routing, AI-driven insights).
- Strong communication and presentation skills, capable of engaging both technical teams and executive leadership.
- Experience mentoring consultants.
- Collaborative mindset.
- Pipeline discipline.
- Availability to travel across Australia.
Skills
- AI integration
- Pre-sales solution consulting
- Sales engineering
- Technical advisory
- Customer experience
- Service transformation
- Student experience
- Citizen services
- Education institution operations
- Government agency procurement
- ServiceNow (CSM)
- Salesforce
- Dynamics
- Pega
- CRM
- AI and automation
- Virtual agents
- Intelligent routing
- Process automation
- AI-driven insights
- Communication
- Presentation
- Mentoring
- Solution design
- Storytelling
- Value articulation
- Team collaboration
Location
- Australia
Work Type
- Flexible
- Regular
Experience Level
- Senior
- 10+ years
Benefits
- Certifications
- Mentoring
- Peer networks
- Flexibility
- Trust
- Competitive pay
- Salary
- Variable incentives
- Equity
- Autonomy
About the Company
- ServiceNow is the AI control tower for business reinvention, bringing together AI, data, and workflows to help businesses work smarter, faster, and better.
- We are building an AI-native culture where technology and talent are unstoppable together.
- ServiceNow is one of Fortune’s 100 Best Companies to Work For.
Equal Opportunity
- ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law.
- All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
- We strive to create an accessible and inclusive experience for all candidates.