Principal Consultant, CASE

We are Fujitsu

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

About the role

We are seeking a ServiceNow Principal Consultant to drive opportunities across CASE Accounts and lead and manage CASE team members working to deliver ServiceNow technical services to ensure a high degree of satisfaction to the customer, while being a role model to other consultants.

This role offers hybrid working.

Location : Sydney, Melbourne, Canberra or Brisbane

Responsibilities and Accountabilities:

• Acting as a senior strategic advisor, governance authority, and capability leader for customer ServiceNow platforms.
• Build and maintain trusted advisor relationships with executive sponsors, business leaders, Platform Owners, and Service Owners.
• Create and drive ServiceNow Strategic Roadmaps that maximise platform adoption, business outcomes, and return on investment.
• Establish and mature platform Governance and Operating Models that improve decision-making, accountability, prioritisation, and time-to-value.
• Facilitate executive, strategic, and technical governance forums including Steering Committees, Demand Boards, and Architecture Review Boards.
• Identify and drive opportunities to improve platform adoption, utilisation, automation, innovation, and business value.
• Define and track platform success measures through KPI frameworks, maturity assessments, and executive dashboards.
• Provide thought leadership and contribute to the continual evolution of the CASE service portfolio, methodologies, and governance frameworks.
• Mentor and coach CASE Consultants and Leads to strengthen advisory capability, executive engagement, strategic thinking, and customer outcomes.

Key experience and qualifications:

• 5- 10 years successful ServiceNow support/delivery
• General understanding of ServiceNow licensing
• Self-motivation to proactively utilise the ServiceNow and Enable training tools with a can-do attitude, to embrace the opportunities that arise when working for a dynamically growing organisation
• Demonstrated effective interpersonal and communication and negotiation skills
• A clear understand of ITIL Service Management practices with specific focus on Incident, Change and Problem Management
• Experience in providing application support in ServiceNow
• Experience in prioritising competing demands and achieve results with customer focused approach
• Strong business acumen, analytical mind focused on problem-solving, strong technical skills and customer presentation skills
• Successful teamwork experience and intuitive understanding when to escalate
• Experience across multiple ServiceNow releases ideally from Orlando to most recent release, ability to clearly articulate release updates and impacts to customers

Technical Advisory Pathway

• • IT Degree, relevant tertiary education in Computer Science or relevant experience.
  • ServiceNow Sales & Messaging Foundation Accreditation
  • ServiceNow Sales or Presales Acreditation in 4+ Product Line
  • ServiceNow CSA
  • ServiceNow CIS x 4 - ITSM + HRSD + CSM + Any Other
  • ServiceNow Pro Suite x 3- ITSM + HRSD + CSM 
  • ServiceNow Pro Plus Suite x 3 - ITSM + HRSD + CSM 
  • Fujitsu People Leader Development Training as per region 
  • Certified to deliver 4+ CASE technical entitlements

Business Advisory Pathway:

• • ServiceNow Sales & Messaging Foundation Accreditation
  • ServiceNow Sales or Presales Acreditation in 4+ Product Line
  • Fujitsu People Leader Development Training as per region 
  • Certified to deliver 3+ CASE business entitlements

Nice To Have

• • ServiceNow CAD
  • ServiceNow Expert Programs - ArchX, CWA, CTA or CMA
  • Business Domain Certifications (eg ITIL, Scrum Master, PRINCE2)

Why Fujitsu?

We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.

• We put people first. We believe in the power of diversity to drive innovation and our AWEI (Australian Workplace Equality Index) Platinum Employer status, and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
• We offer tailored career paths across our global organization to support your professional and personal growth.
• Our customers trust us. We have an excellent reputation across the region and globally.
• Best in-class reward and recognition programs flexible work, volunteering leave, and more.
• We live our values of aspiration, trust, and empathy, all day, every day.

Commitment to Diversity, Equity and Inclusion

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity, and inclusion strategy, we highly welcome applications from women and gender-diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; veterans, Australian Defence Force (ADF) and emergency responders. Transgender and gender-diverse applicants can request a copy of our Frequently Asked Questions to assist with the recruitment journey.

If you don't tick every box in this job description, please don't rule yourself out. Research suggests that underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please email careersapac@fujitsu.com.

Search Firm Representatives – PLEASE READ:

Fujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.