Principal ServiceNow Consultant - CSM, ITSM

About the role

As the Principal ServiceNow Consultant, you will ensure solutions are implemented as designed to the customer’s satisfaction and approval. You will make innovative contributions to new solution and product design based on an understanding of applicable technology, system-wide impact, hardware-software tradeoffs, and business issues. This role provides oversight, project guidance, and leads technical delivery of Digital Velocity solutions.

Responsibilities

• Provide enterprise-wide technical governance across the ServiceNow platform.
• Contribute to the development of training plans and approaches to equip staff for successful implementations.
• Develop standards, best practices, and training for team members in partnership with technical architects and leads.
• Define project strategies and technical options to balance customer project goals with financial constraints.
• Provide leadership and expert guidance on ServiceNow subject matters and solution architecture design to customers and internal stakeholders.
• Escalate and communicate risks and alternatives with executives and stakeholders while resolving complex technical issues.
• Interface with customer technical and business executive leadership through presentations and solution discussions.
• Communicate complex ideas clearly, anticipate objections, and align expectations across stakeholders.

Requirements

• Bachelor's degree and 10+ years of enterprise ServiceNow consulting, architecture, or platform delivery experience OR 14+ years of enterprise ServiceNow consulting, architecture, or platform delivery experience.
• Expertise in CSM and ITSM.
• ServiceNow Certified Technical Architect (CTA) certification required.
• Demonstrated leadership providing expert advice on ServiceNow and architecture design, including technical leadership across large-scale ServiceNow implementations.
• Subject matter expertise with the ability to stay current on emerging technologies and develop IT services offerings.
• Proven ability to maintain client relationships as a trusted advisor and mentor engineers.
• Strong communication skills with experience presenting and recommending technology solutions.
• Ability to build relationships across all organizational levels and present complex solutions.
• Ability to multitask, prioritize, and perform in fast-paced and ambiguous environments.
• Willingness to travel to CDW locations or client sites.
• Valid U.S. driver’s license required.

Pay

Pay range: $156,000 - $240,800 depending on experience and skill set. Annual bonus target of 10% subject to terms and conditions of the plan.

Benefits

Benefits overview available at CDW Benefits.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. We act as one—building trust, speaking candidly, and working together to deliver for our customers. We focus on what matters most, stay curious, move fast, and continuously learn. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to turn ideas into outcomes.

CDW is committed to being an AI-fluent organization. We value curiosity, a learner’s mindset, and a willingness to engage with evolving technology and tools. Our goal is to create a culture where AI enhances human creativity and decision-making, not replaces it. We encourage thoughtful use of AI to expand perspectives and elevate how you share your story.