Senior Consultant

Job Title: Senior Consultant

Career Level: D2

Introduction to role

Are you ready to disrupt an industry and change lives? As a Senior Consultant specializing in ServiceNow development, you'll play a pivotal role in designing, building, and customizing applications on the ServiceNow platform. This cloud-based platform is essential for automating and managing digital workflows across IT, HR, Customer Service, Security, and more. Join us at a crucial stage of our journey as we transform into a digital and data-led enterprise, making the impossible possible through partnerships and ecosystems.

Accountabilities

As a Senior Consultant, you will be accountable for:

• Application Development: Building, configuring, and customizing applications and modules on the ServiceNow platform based on business needs.

• Workflow Automation: Designing and implementing automated workflows using Flow Designer, Workflow Editor, and scripting.

• Platform Customization: Customizing forms, fields, lists, UI actions, and notifications to improve user experience.

• Version Management: Planning and completing platform upgrades, ensuring all customizations are tested and compatible.

• Abiding by coding standards, ServiceNow guidelines, and documenting developed solutions.

For Customer Service Management (CSM):

• Developing and customizing CSM applications to manage cases, accounts, entitlements, and service contracts.

• Configuring customer portals, knowledge bases, and virtual agent topics to enhance customer self-service.

• Building and optimizing workflows for case management, SLA tracking, and agent workspaces.

• Implementing and managing integrations between CSM and external CRM, CTI, or chatbot systems.

For Integrated Risk Management (IRM):

• Designing and maintaining solutions for Policy and Compliance Management, Risk Management, and Audit Management.

• Building workflows for risk identification, assessment, mitigation, and reporting.

• Configuring authority documents, control objectives, risk statements, and evidence collection processes.

• Enabling automated risk scoring, indicator monitoring, and third-party risk assessments.

For Human Resources Service Delivery (HRSD/HR):

• Customizing HR case management for handling employee lifecycle events (onboarding, offboarding, leaves, etc.).

• Developing employee service portals, knowledge articles, and HR workflows to streamline HR services.

• Implementing integrations between ServiceNow HR and core HRIS systems (e.g., Workday, SAP SuccessFactors).

• Maintaining data privacy, security, and compliance standards in handling employee records and sensitive HR data.

Cross-Module Accountabilities:

• Collaborating with business stakeholders to gather requirements and translate them into technical solutions.

• Ensuring platform governance, scalability, and alignment to ServiceNow standard processes across modules.

• Performing testing, defect resolution, documentation, and knowledge transfer for developed solutions.

• Constantly looking for opportunities to automate processes and improve service delivery in CSM, IRM, and HR domains.

Essential Skills/Experience

• Bachelor's degree in Computer Science, Information Systems, or a related technical field.

• 7+ years of hands-on experience developing and configuring applications on the ServiceNow platform.

• Strong expertise in ServiceNow modules such as CSM, IRM, HRSD, and/or custom app development.

• Proficiency in JavaScript, including client-side and server-side scripting in ServiceNow.

• Experience with ServiceNow development tools: Flow Designer, App Engine Studio, Service Portal, IntegrationHub.

• Knowledge of ServiceNow APIs (REST/SOAP) and experience integrating ServiceNow with external systems.

• Solid grasp of database concepts (tables, relationships, queries) within ServiceNow.

• Proficiency in platform upgrades, patching, cloning, and standard processes for maintaining a healthy ServiceNow environment.

• Experience working in Agile/Scrum project environments and using tools like Jira or ServiceNow Agile.

• Understanding of ITIL principles and best practices for process automation.

• Exposure to cloud concepts (AWS, Azure, or GCP) is a plus, particularly in integrations or MID server setups.

• Strong problem-solving skills and ability to work independently and cross-functionally with diverse teams.

• Knowledge of ServiceNow security models: Access Control Rules (ACLs), roles, and user permissions.

Desirable Skills/Experience

• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), or module-specific certifications (CSM, HRSD, IRM).

• Experience developing Scoped Applications, Custom Service Portals, or working with ServiceNow AI features like Virtual Agent and Predictive Intelligence.

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

At AstraZeneca, our work has a direct impact on patients by transforming our ability to develop life-changing medicines. We empower the business to perform at its peak by combining cutting-edge science with leading digital technology platforms. With a passion for data analytics, AI, machine learning, and more—there's no better place to innovate. Our dynamic environment offers countless opportunities to learn and grow while contributing to something far bigger.

Ready to make an impact? Apply now to join our team!