Senior Technical Consultant - Customer Workflows
Senior Technical Consultant - Customer Workflows
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Job Description
The Senior Technical Consultant for Customer & Industry Workflows is a technical responsible for guiding clients through the implementation of ServiceNows Customer Service Management (CSM) and Field Service Management (FSM) solutions. This role focuses on delivering bestpracticebased 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 Responsibilities
Project Delivery
Act 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 FSM 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 Midservers 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.
PreSales Support
Partner with the presales team to scope complex service engagements involving ServiceNow products and intricate integrations with client systems with a focus on CSM/FSM.
Demonstrate thought leadership by contributing to webinars whitepapers and community groups highlighting expertise in field service management.
Product Collaboration
Engage with ServiceNow product teams to provide feedback and insights on new features capabilities and best practices.
Participate in gotomarket strategies for new service offerings ensuring alignment with field service management trends and customer needs.
Qualifications :
In order to be successful in this role we need someone who has:
Experience: 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 ideally within a Telecommunications Media & Technology customer environment
Field Service Management Expertise: Proven track record in designing and implementing FSM solutions with a solid understanding of industryspecific workflows use cases compliance requirements and best practices.
Industry: Telecommunications Media & Technology
Domains: Customer Service Procure to Pay Sales Order Management or Order to Cash.
Leadership Skills: Ability to influence senior leaders and stakeholders providing clear recommendations that address business and technical challenges in field service contexts.
Technical Skills: Proficiency in creating architectural designs solution presentations and integration strategies particularly within FSM environments. Experience with Web Technologies (XML HTML JavaScript Web Services Bootstrap CSS middleware LDAP SSO etc.) and working with SaaS technologies
Certifications: Must hold or be able to achieve within the first 90 days ServiceNow certifications for Customer Service Management and Field Service Management Implementation Specialist and Certified Technical Architect within the first year.
Required Certifications
Mandatory:
Certified System Administrator
Certified Implementation Specialist CSM and FSM (within 90 days)
Certified Technical Architect (within first year)
When not having ServiceNow experience then similar certification and experience for example with Salesforce:
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 approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
