Senior Advisory Solution Consultant - CRM and Industry Workflows

Title: Senior Advisory Solution Consultant - CRM & Industry Workflows

Location: Melbourne Australia

Job Description:

Employees work in a hybrid mode

Full-time

Employee Type: Regular

Region: APAC - Asia Pacific

Work Persona: Flexible

Company 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.

 

Job Description

About This Role

Universities, education departments and government agencies across Australia are being asked to serve students and citizens better with less. Enquiries, enrolments, applications and support often run across disconnected systems and teams. As a Senior Advisory Solution Consultant on our ANZ CRM & Industry Workflows team, you’ll help them rethink how those services work on ServiceNow.

This role leads our CRM specialist coverage for education across Australia. You’ll work with universities, TAFEs and state education departments. You’ll also support other state government agencies, and occasionally federal, alongside our wider public sector team. You’ll join a collaborative team that invests in your growth, and help shape how we take ServiceNow to education.

What you get to do in this role:  

• Lead the education segment: Lead CRM pursuits across universities and education departments, from first discovery through to technical win. Work with Account Executives and field Solution Consultants on complex, multi-stakeholder deals, including formal RFPs.
• Lead discovery and shape solutions: Turn institutional challenges into transformation strategies on ServiceNow’s platform. Think a university unifying student enquiries across faculties, or a state agency modernising how citizens apply for and renew services.
• 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 need to be comfortable building things that work and fixing them when they don’t.
• Support the wider public sector: Bring your CRM depth to state government pursuits beyond education, and occasionally federal. Work alongside the public sector Solution Consultants who lead those accounts.
• Become the voice on student experience: Build education solution frameworks, reference architectures and go-to-market plays. Present at sector events and partner briefings.
• Influence account strategy: Partner with Sales and Executive Sponsors to shape long-term account strategies. Engage Chief Operating Officers, Chief Digital Officers and student services leaders as a trusted advisor.
• Set delivery up to succeed: Work with partners and our delivery teams so what we sell lands well with the customer.
• Build ecosystem relationships: Connect with Product Management, technology partners and consulting firms to advocate for public sector customers and stay ahead of sector shifts.
• Mentor and strengthen the team: Coach Solution Consultants in solution design, storytelling and value articulation. Build reusable assets that lift the whole pre-sales organisation.

Why Join Us

ServiceNow is one of Fortune’s 100 Best Companies to Work For. You’ll get a whole sector to shape, with AI already live in customer conversations. 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 complex problems.

Qualifications

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.
• 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.
• A real understanding of how education institutions operate. The student lifecycle, enquiry and case volumes, funding and compliance pressure, and the relationship between central teams and faculties or schools.
• Familiarity with how state and federal government agencies buy and deliver services, including procurement and RFP processes.
• 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 work productively with AI-assisted development.
• Proficiency with ServiceNow (particularly CSM) or equivalent hands-on depth on Salesforce, Dynamics, Pega or similar. What matters is that you’ve built and configured things yourself.
• A track record of leading complex pursuits end to end, including RFPs and executive engagement.
• 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 executive leadership.
• Experience mentoring other consultants, a collaborative mindset, pipeline discipline, and availability to travel across Australia as the role requires.

Also Valuable

Experience working in or for a university, TAFE, education department or government agency. ServiceNow or related certifications. Background in consulting, systems integration, contact centre or CRM transformation. A track record in thought leadership, such as sector conference sessions.

Additional Information

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.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact  for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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