Senior Technical Consultant - CRM Workflows
* Full-time
* Employee Type: Regular
* Region: EMEA - Europe, Middle East and Africa
* Work Persona: Flexible or Remote
The Senior Technical Consultant for CRM Workflows is a technical responsible for guiding clients through the implementation of ServiceNow’s Customer Service Management (CSM) and Field Service Management (FSM) solutions. 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 Responsibilities
1. Act as the primary technical liaison for projects, representing the development team to customers and ensuring the highest quality of delivered solutions.
2. Oversee technical delivery, ensuring alignment with client requirements and ServiceNow best practices for CSM and FSM implementations.
3. Define and architect technical solutions at a detailed level, ensuring they align with clients' business needs and technological environments.
4. Lead technical onboarding with clients, assessing existing processes and platform configurations to tailor solutions effectively.
5. Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges.
6. Mentor and guide developers and consultants on best practices in technical design and field service management workflows.
7. Partner with the pre-sales team to scope complex service engagements involving ServiceNow products and intricate integrations with client systems, with a focus on CSM/FSM.
8. Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field service management.
9. Engage with ServiceNow product teams to provide feedback and insights on new features, capabilities, and best practices.
10. Participate in go-to-market strategies for new service offerings, ensuring alignment with field service management trends and customer needs.
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 industry-specific workflows, use cases, compliance requirements, and best practices.
Leadership Skills: Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in field service contexts.
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
* Certified System Administrator
* Certified Implementation Specialist – CSM and FSM (within 90 days)
* Certified Technical Architect (within first year)
* If not having ServiceNow experience, then similar certification and experience for example with Salesforce:
o Salesforce Service Cloud Consultant
o 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.
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.
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 globaltalentss@servicenow.com 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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