Technical Product Consultant Interview
Job Description
Description
As digital technologies begin to dominate our daily life and business operations, organizations have to find ways to become more efficient, nimble and responsive!
Saaniya Chugh, our next pathbreaker, Senior Technical Consultant at ServiceNow (Montreal, Canada), collaborates with their internal Customer Success team, sharing customer feedback to help improve the product experience and align new developments with real business needs.
Saaniya talks to Shyam Krishnamurthy from The Interview Portal about working for ServiceNow partners (TCS, Deloitte, BDO Australia) and ServiceNow customers for a major part of her career before making a switch to work directly with ServiceNow.
For students, it’s easy to get caught up in a specific idea of what you think your career should be, but the journey may take unexpected turns and that is perfectly fine!
Saaniya, can you share your background with our young readers?
I was born and raised in Jalandhar, a small town in northern India. I studied in a Catholic convent school, where academics were the primary focus, and that played a big role in shaping my interests. I wasn’t a top student, but I always worked hard to give my one hundred percent. One thing that I really enjoyed was problem-solving, and my mom would often find aptitude tests and competitions for me to take part in.
Until 8th grade, I wasn’t particularly interested in computers. But that year, we started having a weekly computer lab session where our teacher would tell us stories about the history of computers while also teaching us basic programming, practically on the computer systems. That one class quickly became my favorite. I started looking forward to it every week, and soon, I found myself enjoying computers even outside school. Neither of my parents come from a science background. My dad ran a business, and my mom took care of the house, but they always took an interest in what I liked and helped me figure out my path. When they saw how much I was enjoying my computer lab sessions, they got me a computer at home so I could learn more. With time, my interest in the field grew, and I eventually chose science (non-medical) for my high school studies.
What did you do for graduation/post-graduation? I completed my Bachelor’s in Computer Engineering (B.Tech) from Guru Nanak Dev University, Amritsar, graduating in 2015.
To give you some context, during high school, I studied non-medical and appeared for competitive exams like IIT-JEE and AIEEE. While I couldn’t clear IIT-JEE, my AIEEE rank helped me secure a spot at Guru Nanak Dev University. Although I was selected in a few other colleges as well, it wasn’t for the Computer Science stream, so I prioritized the course I was passionate about over the college choice.
What made you choose this career in IT Consulting?
As I had mentioned earlier, the computer lab sessions were the key influencers that sparked my initial interest in computers, and my curiosity only grew when my parents got me a computer at home. Additionally, in 10th grade, Java became a mandatory subject, and as I started coding more seriously, I decided to pursue a degree in computer engineering, setting myself on the path toward the highly sought-after career of a Software Developer.
But life had different plans!
The real turning point came after graduation when I was placed at Tata Consultancy Services (TCS). I had expected to work as a software developer, but instead, I was assigned to the IT Infrastructure vertical as a ServiceNow Administrator, a platform I had never heard of before. Initially, I wasn’t sure this was the right fit and even considered switching jobs on Day 1. However, as I began exploring the platform, I grew increasingly curious about its potential. Six months in, I transitioned to a ServiceNow Consultant role, and that’s when things truly started to fall into place.
Though I didn’t have a direct mentor at the time, I was fortunate to have supportive colleagues who guided me, recommended opportunities for growth within the ServiceNow ecosystem, and exposed me to different learning platforms to help me build my skills. My own curiosity and willingness to learn acted as a catalyst, and I quickly realized the power of this no-code platform. Each new capability I discovered motivated me to explore further. Looking back, what began as an unexpected assignment turned into a fulfilling career.
While I originally aimed for the typical software development role, I found that I had been given an even more rewarding opportunity. My work today blends business, strategy, and technology, making it both challenging and exciting.
How did you plan the steps to get into the career you wanted? Or how did you make a transition to a new career? Tell us about your career path
My career path wasn’t planned out in a straight line. It’s been a series of steps where I’ve taken what came my way and then shifted gears when the opportunity arose. I didn’t start with the plan that I had prepared for myself, but my curiosity and experiences guided me, instead.
First Job at TCS: After graduating in 2015, my first job was at Tata Consultancy Services (TCS). I was placed in the IT Infrastructure vertical as a ServiceNow Administrator, which was far from the software development role I had expected. In the beginning, I wasn’t sure about this career path. However, as I started learning more about the ServiceNow platform, I became fascinated by how it could simplify IT processes and workflows. My thought process was to keep an open mind and give it my best, so I started diving deeper into learning the platform.
Think of ServiceNow as a smart digital notebook that helps companies keep track of their work, organize tasks, and solve problems efficiently. Imagine a big office where employees need to manage requests, fix issues, and communicate seamlessly—ServiceNow brings all of this together in one place, making it easier to automate processes and link related tasks so that everything runs smoothly.
As a ServiceNow Administrator, my role was to take care of this system. In my first project at TCS, I was responsible for ensuring that the platform was set up correctly and that employees could use it without trouble. My job involved configuring features, assigning the right access to users, managing data on the platform, and keeping everything running without glitches. If something went wrong or needed improvement, I was the one to fix it. I also created reports to help companies understand what was working well and what needed attention. In simple terms, I made sure the platform functioned efficiently so users could access the tools they needed based on their roles.
Six months in, I moved into a ServiceNow Developer role, which gave me more opportunities to build my skills.
Work Across Different Sectors: I took every opportunity I got to work with clients across multiple industries, including health insurance, energy, travel, and sports, which exposed me to different ways that ServiceNow could be applied in various business environments. This helped me understand the broader scope of the platform and made me realize its potential.
Learning: Since I had no formal background in ServiceNow, I relied on self-learning. I took advantage of online resources, internal training, and hands-on experience. My colleagues played a huge role in helping me navigate the platform, and I also explored learning platforms like ServiceNow’s own Learning Portal, Udemy, and YouTube. Apart from this, I also leaned on the knowledge of colleagues and leaders in the field. They gave me valuable insights into what worked and what didn’t in the ServiceNow ecosystem. I took every chance to learn from these informal mentoring sessions and these interactions were key in shaping my strategic and leadership skills.
Moving to LinkedIn: After working with TCS for 3 years and then with Deloitte for another year, I joined LinkedIn in 2019 as a Senior ServiceNow Developer. This role was a significant shift as it brought me closer to understanding how a tech giant used ServiceNow to drive business processes. The skills I had built at TCS and Deloitte, helped me succeed here, and working in a more complex, fast-paced environment challenged me to grow even further.
International Move to BDO Australia: This was another milestone in my career when I moved to BDO Australia in 2020. I had always dreamed of working abroad but was unsure how to make it happen without a Master’s degree. I focused on growing my expertise in ServiceNow and applied for international roles. After multiple interviews, BDO Australia not only hired me but also sponsored my visa. This was a huge career leap and gave me the opportunity to work in a new country with a broader range of clients.
Switch to BDO Canada: In 2022, BDO Canada offered me a role internally, and I took the opportunity to move there. This transition further cemented my position as a ServiceNow specialist and allowed me to build even more expertise. It reaffirmed my belief in pushing for new experiences, as each role added a layer of skill and knowledge that brought me closer to where I am today.
Current Role at ServiceNow: The latest milestone in my career came when I was offered a role at ServiceNow itself in 2024 as a Senior Technical Consultant. After years of working on the platform, this was a dream come true—a full-circle moment where I had the chance to contribute to the future of the platform from within the company that created it.
In terms of qualifications , my Bachelor’s in Computer Engineering from Guru Nanak Dev University laid the foundation for my career. I didn’t go down the traditional route of pursuing a Master’s degree, but I made sure to keep learning by acquiring certifications in ServiceNow and related fields. I took advantage of online resources, internal training, and hands-on experience. Networking also played a huge part in my career progression. The connections I built over the years, whether with colleagues, mentors, or clients, opened doors to new opportunities.
Looking back, my journey wasn’t linear, but each step led me closer to where I am today. In a nutshell, I have always inclined towards taking things step by step, focusing on learning, and grabbing opportunities as they came. My goal was always to expand my knowledge and explore different aspects of the platform. I’ve never created a roadmap, but I’ve always been open to growth and change, which has helped me build a successful career.
How did you get your first break?
Fortunately, my first big opportunity came early in my career, at my very first job. Almost a year into working at Tata Consultancy Services (TCS), I was given the chance to lead a ServiceNow engagement in Pune. It was a short-term project with a new client, and I was sent from Delhi to lead the initiative.
I consider this engagement a breakthrough moment because it gave me the chance to wear many hats and truly understand and appreciate my career choice. Getting the opportunity itself felt like a victory. Starting a project from scratch with a fresh client had its own challenges, but it was also a massive learning curve. I was able to apply my technical knowledge of ServiceNow while also learning how the platform integrates with various business operations across different industries. I used my consulting skills and strategic knowledge to help deliver the project, and I also gained insights into aspects of project management and product ownership. This experience opened my eyes to the various career paths within the ServiceNow ecosystem—whether as a Business Analyst, System Admin, Developer, Consultant, Product Owner, Portfolio Manager, UX Designer, or even an AI expert, all of which are highly relevant today.
Successfully delivering this project boosted my confidence in the career path I had chosen. Although this early break at TCS wasn’t planned, it laid the foundation for the career I have today.
What were some of the challenges you faced? How did you address them?
Challenge 1: Shifting Mindset of Not Getting into Core Software Development
Coming from an engineering background and having planned an entire career in Software Development, I initially found it hard to accept that my first job wasn’t as I had expected. Getting picked for IT Infrastructure instead of development also leads to the building of Imposter’s Syndrome. I had to shift my mindset from thinking I had to be in traditional IT roles to realizing the potential of working in IT infrastructure and related platforms.
So, I started to focus on understanding the opportunities that IT infrastructure roles offered and how they connected to business processes. I gradually embraced the idea that this career could be just as rewarding and impactful. This change in perspective helped me further excel in my role.
Challenge 2: Learning and Upskilling
As it was a new career line in 2015, learning the ServiceNow platform and keeping up with its evolving capabilities was a constant challenge. There was a steep learning curve, and the more I learned, the more I realized how much there was to master.
So I started to reach out to my colleagues for their guidance. In the beginning, I dedicated extra hours to self-learning, attended internal training sessions, and explored available online resources. But eventually, as I got hands-on experience with real projects, continuous upskilling became a habit, which further helped me progress.
Early on, I struggled with understanding the long-term career opportunities within the platform. I wasn’t sure where I could go from learning a niche skill to working on a single product, which may or may not have a future.
So, I took a proactive approach by researching potential career paths within the ServiceNow ecosystem and speaking to my managers and other senior professionals in the field. I also attended conferences and met other professionals who had been in some other roles within the platform which further helped me navigate multiple paths. This helped me better understand roles and allowed me to make informed decisions about my career trajectory.
Where do you work now? What problems do you solve?
Now, in my current role at ServiceNow (the company) as a Senior Technical Consultant, I work directly with customers to show them how they can get the most out of their investment in the platform. I help them understand the platform’s capabilities and its return on investment. At the same time, I collaborate with ServiceNow’s internal Customer Success team, sharing customer feedback to help improve the product experience and align new developments with real business needs.
The ServiceNow ecosystem is made up of three key players: ServiceNow (the company), clients, and partners. ServiceNow, as a company, develops various applications on its platform. Clients are businesses that purchase the platform and specific applications based on their needs. For example, if a company wants to manage IT support, they buy the IT Service Management (ITSM) application. If they need to streamline HR processes, they purchase HR Service Delivery (HRSD). Then come the ServiceNow partners, who provide skilled professionals to help these client companies set up and configure the platform to match their business processes. Think of it like this—if a company wants a chatbot that directs IT issues to one team and hardware requests to another, ServiceNow partners help configure that workflow.
Most of my career has been with ServiceNow partners (TCS, Deloitte, BDO Australia), where I worked with multiple clients to implement, customize, and optimize the platform for their business users. Later, at BDO Canada, I worked as a ServiceNow customer, meaning I was responsible for analyzing business processes and designing how they could be configured within the platform for my own company.
To sum it up, as a ServiceNow partner , I was focused on helping different clients use the platform effectively. As a ServiceNow customer , I was in charge of ensuring my own company maximized its use of ServiceNow.
Now, I work as a Senior Technical Consultant at ServiceNow. Simply put, my job is to help companies use ServiceNow in the best way possible. Many businesses buy this platform, but they don’t always know how to use it properly or how to make the most of it. That’s where my team comes in!
Imagine you buy a fancy coffee machine, but you don’t know how to use all its features. You still get coffee, but it doesn’t taste great, and you’re not sure what’s missing. Now, imagine someone comes over, shows you the right settings, and suddenly, your coffee tastes amazing! That’s exactly what I do, but instead of coffee machines, I help businesses figure out how to use ServiceNow to improve their work.
What skills are needed in your role? How did you acquire the skills?
My role involves daily interactions with clients, making strong communication and presentation skills essential. A keen ability to understand business problems is also crucial, as it helps steer productive discussions. Additionally, having a solid understanding of the ServiceNow platform is beneficial. Some team members, including myself when I first started at TCS, were hired based on analytical skills and trained on the platform later. However, certain roles require prior knowledge, which can be gained through ServiceNow’s learning portal, as well as courses on YouTube or Udemy. To stay updated, I continuously learn through online courses, release notes, and mentorship to enhance my cross-functional skills.
What’s a typical day like?
A typical day for me involves working closely with cross-functional teams, analyzing client requirements, and helping them understand how the platform can align with their business needs. I spend time preparing feature presentations, conducting hands-on demos, and evaluating existing processes to identify areas for improvement. There’s also troubleshooting and problem-solving involved to ensure the platform is being used efficiently.
The best part about my job is that I’m always learning something new. ServiceNow keeps adding cool features, like recently, they introduced something called “autonomous agents” (which means the platform can now do some tasks on its own, like a smart assistant). This makes my work exciting because I get to explore these new features and teach others about them.
Before joining ServiceNow, I worked for a company that was a ServiceNow customer. Back then, my team often felt we weren’t using the platform to its full potential. Now, I work in a team that helps businesses like the one I used to work for, making sure they get the most out of their investment. It’s funny how life comes full circle. I used to have these questions, and now I’m the one answering them for others!
How does your work benefit society?
My work directly benefits organizations by helping streamline their operations and provide better services to their customers and employees. By optimizing IT Service and Operations Management processes for companies using ServiceNow, I contribute to making their workflows more efficient and responsive, which ultimately helps improve the quality of services people rely on daily.
For example, by automating routine tasks and resolving issues faster, organizations can deliver faster and more reliable IT services, which directly impacts how companies serve their customers. This results in a smoother experience for everyone, whether it’s faster customer support, more reliable services, or even improved internal operations that help employees work more effectively.
Tell us an example of a specific memorable work you did that is very close to you!
I’ve been part of the ServiceNow ecosystem for almost a decade now, but for a long time, I wasn’t sure about the best way to give back. I wanted to help and guide others, just like my peers supported me when I was starting out 10 years ago.
That’s when I joined the ServiceNow Community and started collaborating with industry peers to host community meetups. At these meetups, I’ve had the chance to guide many newcomers on how they can build a career in ServiceNow. It’s always a great feeling when people come back and ask for my guidance or extend their gratitude for helping them understand how they can switch gears to finding and growing in a role within ServiceNow offerings. It makes me feel like I’m making a real impact.
I also got the opportunity to contribute to a podcast hosted by Chuck Tomasi, an industry advocate. I shared my journey—from not knowing anything about ServiceNow a decade ago to growing alongside the platform. It was a great experience reflecting on how far I’ve come.
As this platform is growing and so are the career opportunities that this platform has to offer for people from both tech and non-tech backgrounds, and across all levels of industry experience, I am continuing this journey by launching ServiceNow Community Meetups in Montreal, where I’m currently based. The goal is simple: to support anyone looking to switch to ServiceNow and to help them explore everything the platform has to offer.
Your advice to students based on your experience?
My advice to students based on my experience is simple: embrace curiosity, stay open to learning, and don’t be afraid to pivot .
- Explore and Stay Curious : It’s easy to get caught up in a specific idea of what you think your career should be, but the journey may take unexpected turns. My initial interest wasn’t in computers or IT, but once I stumbled upon it, my curiosity grew, and I kept exploring. Never be afraid to try new things, whether through internships, side projects, or hobbies. Every experience teaches you something valuable.
- Work Hard and Stay Committed : Being “average” in school doesn’t define your future. What matters more is how hard you’re willing to work and how much you’re willing to learn. I wasn’t the top student, but I always put in my best effort, and that made the difference. Don’t be afraid to learn new things, and the best job opportunities will find you.
- Don’t Be Afraid to Change Paths : Sometimes, we think we need to stick to one plan for the rest of our lives, but career paths aren’t always linear. It’s okay to switch directions if something doesn’t feel right. I transitioned from a job I didn’t expect to something I became passionate about. Be open to change and trust that it can lead to new opportunities.
Remember, the road may not always be straight, but every experience adds value to your growth. Stay curious, keep working hard, and remain adaptable!
Future Plans?
My future plans are centered around continuing to grow within the ServiceNow ecosystem and further enhancing my expertise. I’m keen to explore roles that focus on product management and customer success, which will allow me to influence larger, strategic projects and work more closely with organizations to shape their digital transformation journeys.
Additionally, I’m passionate about mentoring and sharing knowledge. I plan to expand my efforts in the ServiceNow community by hosting more meetups, writing more blogs, and creating resources that can help others in their own journeys, especially newcomers. Giving back to the community has always been important to me, and I want to keep making learning the platform accessible and engaging for others.
#J-18808-Ljbffr
Company
The Interview Portal
Location
London
Country
Canada
Salary
100.000
URL