Overview
Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. ServiceNow is a global market leader delivering AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our cloud-based platform connects people, systems, and processes to help organizations work smarter, faster, and better. Join us to make the world work better for everyone.
Job Description
The Principal Technical Consultant for CRM & Industry Workflows is a senior technical role that guides clients through the implementation of ServiceNow’s CRM Service (Customer Service Management - CSM, Field Service Management - FSM) or CRM Sales (Sales and Order Management - SOM). This role focuses on delivering best-practice solutions that drive business outcomes and improve operational efficiency. The successful candidate will have deep expertise in CSM (FSM) or SOM (and CPQ), with strong knowledge of AI, Experiences (UX/CX, Portals, Workspaces) and Industry Solutions to solve client challenges and advocate for customer needs within ServiceNow.
Key Responsibilities
* Project Delivery — Act as the primary technical liaison for projects, representing the development team to customers and ensuring high-quality solutions.
* Oversee technical delivery, aligning with client requirements and ServiceNow best practices for CSM/FSM or SOM implementations.
* Define and architect technical solutions at a detailed level, aligned with clients’ business needs and environments.
* Lead technical onboarding with clients, assessing existing processes and configurations to tailor solutions.
* Perform hands-on development on the ServiceNow platform using Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more.
* Serve as an escalation point for technical issues, driving resolution of critical-path challenges.
* Mentor developers and consultants on best practices in technical design and configurations for ServiceNow CRM (CSM/FSM or SOM) and on key capabilities like AI and Experiences.
* Oversee technical delivery, ensuring alignment with client requirements and ServiceNow best practices for CRM Service / CRM Sales implementations.
Pre-Sales Support
* Partner with the pre-sales team to scope complex engagements involving ServiceNow products and integrations, focusing on CSM/FSM or CSM/SOM.
* Demonstrate thought leadership through webinars, whitepapers, and community contributions on customer service management.
Product Collaboration
* Engage with ServiceNow product teams to provide feedback on features, capabilities, and best practices.
* Contribute to go-to-market strategies for new service offerings, aligning with customer service management trends and needs.
Qualifications
In order to be successful in this role, we need someone who has:
Languages: German and English fluency.
* Experience integrating AI into work processes or decision-making, including AI-powered tools, automated workflows, AI-driven insights, etc.
* Minimum 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 plus FSM or SOM solutions with understanding of industry workflows, use cases, compliance, and best practices.
Industry: Financial Services and/or Telecommunications
Domains: CSM, FSM and/or SOM
Leadership Skills: Ability to influence senior leaders and stakeholders with clear recommendations addressing business and technical challenges in customer service contexts.
Technical Skills: Architecture design, solution presentations, and integration strategies in CSM, FSM and/or SOM. Web technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO) and SaaS experience.
Certifications: Must hold or achieve within the first 90 days ServiceNow certifications for CSM and FSM Implementation Specialist, and Certified Technical Architect within the first year.
Mandatory Certifications
* Certified System Administrator (within 60 days)
* Certified Application Developer (within 90 days)
* Certified Implementation Specialist – CSM, FSM (within 90 days)
* Certified Technical Architect (within first year)
When not having ServiceNow experience, equivalent certifications/experience with other platforms (e.g., Salesforce) may be considered:
* Salesforce Service Cloud Consultant
* Salesforce CTA
* Salesforce Field Service Lightning
This role is ideal for a technical expert passionate about driving field service transformation and customer service excellence through innovative ServiceNow solutions.
Additional Information
Work Personas: We offer flexible work arrangements (flexible, remote, or in-office) depending on the role. Learn more here.
Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will be considered without regard to race, color, creed, religion, sex, sexual orientation, national origin, nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other protected category. Arrest or conviction records will be considered in accordance with legal requirements.
Accommodations: We strive for an accessible and inclusive candidate experience. If you require a reasonable accommodation, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations: Some roles require export-control approvals. Employment is contingent upon ServiceNow obtaining any required license or approval.
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