Associate Director - ServiceNow Consulting

Associate Director - ServiceNow Consulting

Providence India is dedicated to digitally enabling our vision of 'Health for a Better World.' The External Services team collaborates with peer health systems in the U.S. to help them achieve their digital transformation goals while enhancing operational efficiency and predictability.

We are seeking a visionary and highly experienced Associate Director to define, govern, and advance the strategic direction of ServiceNow consulting practice. This role blends business strategy with technical mastery, positioning the ServiceNow platform as the digital nervous system of the enterprise.

As the organization's foremost ServiceNow authority, you will partner with the client's C-suite and senior stakeholders to translate strategic objectives into an actionable multi-year roadmap. You will architect scalable, enterprise-wide solutions that deliver measurable outcomes across IT Service Management (ITSM), Strategic Portfolio Management (SPM), and beyond. This is not simply a technical position-it is a consultative leadership role tasked with ensuring client's ServiceNow investments drive operational excellence, innovation, and long-term business value.

Key Responsibilities

Strategic & Leadership

Act as trusted advisor to client's CIO, CTO, and business leaders, shaping a multi-year ServiceNow roadmap aligned with enterprise goals.

Provide thought leadership on platform capabilities, best practices, and innovation opportunities, including AI and automation.

Build and maintain executive relationships, influencing platform adoption and driving cross-functional alignment.

Mentor and develop architects, developers, and administrators, cultivating a culture of excellence and continuous improvement.

Design and develop ServiceNow applications and workflows to meet client needs.

Implement and configure ServiceNow modules, including ITSM, ITOM, HRSD, and others.

Provide expert guidance on ServiceNow best practices and industry standards.

Conduct training sessions and workshops for clients to ensure successful adoption of ServiceNow solutions.

Troubleshoot and resolve issues related to ServiceNow applications and integrations.

Stay up-to-date with the latest ServiceNow features and updates to provide clients with the most current solutions.

Define and execute a vision for the ServiceNow AI Platform, leveraging Now Assist, Generative AI, Predictive Intelligence, and Process Mining.

Identify and pilot high-impact AI use cases across ITSM, SPM, and business workflows to accelerate transformation.

Required Certifications

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Application Developer (CAD)

Certified Implementation Specialist - ITSM (CIS-ITSM)

Certified Implementation Specialist - SPM (CIS-SPM)

Preferred / Differentiators

ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) - highly preferred.

Experience with ITOM, SecOps, or GRC modules.

ITIL v4 Foundation or higher.

Experience with enterprise architecture frameworks (e.g., TOGAF).

The Ideal Candidate

Pragmatic Visionary - balances bold vision with execution discipline.

Exceptional Storyteller - communicates technical concepts in business terms that resonate with executives.

Natural Influencer - builds trust, resolves conflict, and aligns diverse stakeholders.

Excellence-Driven Leader - committed to high-quality solutions and continuous improvement.

Professional Experience / Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field.

15+ years in enterprise IT and consulting, with 4+ years in senior ServiceNow architectural leadership roles.

Proven track record as lead architect on at least 5 ServiceNow implementations in global enterprises.

Deep technical expertise across ServiceNow architecture, governance, CSDM, integrations, and platform development.

Demonstrated ability to translate business strategy into scalable ServiceNow solutions.

Ability to work independently and as part of a team.

Skills Required

Servicenow, process mining