Principal Consultant - CSM, ITSM

Location: Remote – USA

Remote Type: Remote

Time Type: Full time

Job Description

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

What you will do 

• Provide enterprise-wide technical governance across the platform.
• Contribute to development of training plans and approaches to best equip staff for successful implementations. 
• Develop standards, best practices and training for team members in partnership with technical architects and technical leads. 
• Define project strategies and technical options to balance customer project goals with financial constraints. 
• Provide leadership and expert guidance on ServieNow 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. 

What we expect of you 

• Bachelors degree and 10+ years of enterprise consulting, architecture, or platform delivery experience OR 14+ years of enterprise consulting, architecture, or platform delivery experience.
• Expertise in CSM and ITSM
• Certified Technical Architect (CTA) certification required
• Demonstrated leadership providing expert advice on and architecture design, including demonstrated expertise providing technical leadership across large-scale implementations.
• Subject matter expertise with 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 range: $156,000 - $240,800 depending on experience and skill set

Annual bonus target of 10% subject to terms and conditions of plan

Benefits overview: https://cdw.benefit-info.com/

Salary ranges may be subject to geographic differentials

CDW is committed to being an AI-fluent organization

We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.

 

As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

 

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.