Advisory Solution Consultant - CRM and Industry Workflows

Title: Advisory Solution Consultant - CRM & Industry Workflows

Location: Olderfleet, Level 16, 477 Collins Street, Melbourne, Victoria, Australia

Employees work in a hybrid mode

Full-time

Employee Type: Regular

Region: APAC - Asia Pacific

Work Persona: Flexible

Job Description:

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500 work smarter, faster, and better. We''re building an AI-native culture where technology and talent are unstoppable together. And we''re just getting started.

Join us to put AI to work for people.

About This Role

Australia's most important private-sector industries are rethinking how they serve customers, manage operations and respond to disruption. That spans energy and resources through to retail and technology. As an Advisory Solution Consultant on our ANZ CRM & Industry Workflows team, you'll help them work out what's possible with ServiceNow.

This is a hands-on, multi-industry role. You'll work with energy companies, utilities, miners, retailers, MSPs and tech companies. Every quarter brings different problems and different people to learn from. You'll join a collaborative team that invests in your growth through mentoring, industry enablement and belonging groups. In return, we expect you to add to the team's collective capability.

What you get to do in this role:

• Lead discovery and shape solutions: Run discovery and design engagements. Turn business challenges into transformation strategies on ServiceNow's platform. Think an energy company transforming field service, a utility modernising customer engagement, or a retailer unifying service channels.
• Build and demonstrate: Design and deliver demonstrations that combine customer & industry workflows with partner technologies, AI agents and automation. Configure demo environments, stand up lightweight POCs, wire integrations and style portal experiences. You won't always have a developer behind you. You need to be comfortable building things that work and fixing them when they don't.
• Develop industry expertise: Become a credible voice across your portfolio. Build solution frameworks, reference architectures and go-to-market plays. You don't need to arrive as an expert in every sector. You do need the curiosity to build depth quickly.
• Support account strategy: Partner with Sales to shape account strategies and build relationships that position you as a trusted advisor.
• Build ecosystem relationships: Connect with Product Management, technology partners and consulting firms to advocate for customer needs and stay ahead of market shifts.
• Contribute to the team: Share best practices and build reusable assets that lift the whole pre-sales organisation. Learn from senior Solution Consultants and grow your scope over time.

Why Join Us

ServiceNow is one of Fortune's 100 Best Companies to Work For. You'll get purposeful work that shapes how major organisations serve their customers. You'll join a team that collaborates rather than competes. We invest in your growth through certifications, mentoring and peer networks. You'll have flexibility and trust in how you work, competitive pay with salary, variable incentives and equity, and the autonomy to bring your own thinking to varied problems.

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, analyzing AI-driven insights, or exploring AI''s potential impact on the function or industry.
• 7+ years in pre-sales solution consulting, sales engineering or a related technical advisory role. Ideally focused on customer experience, operational transformation or digital service workflows.
• A solid technical foundation. You understand how front-ends, back-ends, APIs and data fit together well enough to build POC integrations and reason about where things break. You don't need to be a developer. You do need the technical literacy to learn new tools quickly and work productively with AI-assisted development.
• Proficiency with ServiceNow (particularly CSM, FSM and Industry Workflows) or equivalent hands-on depth on Salesforce, Pega, SAP or Dynamics. What matters is that you've built and configured things yourself.
• Familiarity with one or more of: energy, resources, utilities, construction, mining, retail, technology/MSP or telecommunications. Curiosity and the ability to learn new domains matter more than covering them all.
• Experience applying AI and automation to business workflows. Virtual agents, intelligent routing, process automation or AI-driven insights.
• Strong communication and presentation skills, with the range to engage technical teams through to Chief Operating Officers.
• A collaborative mindset, pipeline discipline, and availability to travel across Australia as the role requires.

Also Valuable

• ServiceNow or related certifications. Experience in consulting, systems integration or on the buy-side. Background in contact centre, field service or CRM transformation.

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Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.