OverviewPrincipal Technical Consultant - CRM & Industry Workflows at ServiceNow. The Senior Technical Consultant for CRM & Industry Workflows is a technical role responsible for guiding clients through the implementation of ServiceNow’s Customer Service Management (CSM) and Sales Order Management (SOM). This role focuses on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency. The successful candidate will possess deep expertise in field service management, coupled with a strong understanding of customer service workflows, to solve complex client challenges and advocate for customer needs within ServiceNow.Key ResponsibilitiesAct as the primary technical liaison for projects, representing the development team to customers and ensuring the highest quality of delivered solutions.Oversee technical delivery, ensuring alignment with client requirements and ServiceNow best practices for CSM and SOM implementations.Define and architect technical solutions at a detailed level, ensuring they align with clients\' business needs and technological environments.Lead technical onboarding with clients, assessing existing processes and platform configurations to tailor solutions effectively.Perform hands-on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities (Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more).Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges.Mentor and guide developers and consultants on best practices in technical design and field service management workflows.Pre-Sales & Product CollaborationPartner with the pre-sales team to scope complex service engagements involving ServiceNow products and intricate integrations with client systems, focusing on CSM/SOM.Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field service management.Engage with ServiceNow product teams to provide feedback and insights on new features, capabilities, and ongoing best practices.Participate in go-to-market strategies for new service offerings, ensuring alignment with field service management trends and customer needs.QualificationsExperience and capabilities expected for success in this role include:Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (e.g., using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry).A minimum of 8 years in consulting, configuration, and implementation of complex technologies, with at least 2 years focused on enterprise architecture and technical roadmaps.Customer Service Management expertise: proven track record in designing and implementing CSM solutions with understanding of industry-specific workflows, use cases, compliance requirements, and best practices.Industry experience: Financial Services, Public Sector.Domains: Customer Service Management, Sales Order Management.Leadership skills: ability to influence senior leaders and stakeholders, providing clear recommendations addressing business and technical challenges in field service contexts.Technical skills: ability to create architectural designs, solution presentations, and integration strategies within TSOM environments; experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO) and SaaS technologies.Certifications: ServiceNow certifications for Customer Service Management and Sales Order Management Implementation Specialist, and Certified Technical Architect to be achieved within specified timelines (first 90 days and within the first year).Languages: Fluency in German and English essential.Mandatory certifications: Certified System Administrator; Certified Implementation Specialist – CSM, FSM (within 90 days); Certified Technical Architect (within first year).When not having ServiceNow experience, similar certifications/experience are acceptable (e.g., Salesforce equivalents such as Salesforce Service Cloud Consultant, Salesforce CTA, Salesforce Field Service Lightning).Additional InformationWork Personas: ServiceNow supports flexible, remote, or in-office work arrangements depending on role requirements.Equal Opportunity Employer: ServiceNow is an equal opportunity employer and considers all qualified applicants without regard to protected characteristics or criminal history as permitted by law.Accommodations: Reasonable accommodations are available during the application process; contact globaltalentss@servicenow.com for assistance.Export Control Regulations: Some positions require access to controlled technology and may require export licenses or approvals.From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license. #J-18808-Ljbffr