Senior Technology Consultant, CRM and Industry Workflows

Hiring Locations:

Addison – Atlanta – Autin – Boston – Chicago – Columbus – Dallas – Denver – Houston – Huntsville – Jersey City – Kirkland – Los Angeles – Minneapolis – Mountain View – Nasville – New York – Orlando – Philadelphia – Phoenix – Pleasnton – Portland – Releigh – San Diego – San Francisco – Santa Clara – Seattle – Vienna – Waltham – Washington, D.C. – West Palm Beach

The Team

The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

The Senior Technical Consultant, CRM and Customer Workflows is a technical expert as of a customer engagement team – consulting with customers and configuring the ServiceNow Customer Workflow products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

Educate others about the ServiceNow platform by creating white papers and other materials that can be shared with our ServiceNow community
Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. Customizations
Support the engagements efforts for Customer Service-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
Advise customers on ways they can leverage the ServiceNow platform to transform their current processes
Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology
Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation
Drafting and reviewing user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement
Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers
Work with other members of your ServiceNow team to provide a great experience for our customers
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
Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers
Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
Juggle multiple and complex projects/initiatives
Leading continuous improvement practices for delivery/engagement materials
Supporting specific sales activities when required
Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
Collaborate with team members
Up to 50% travel annually, driven by customer needs and internal meetings
Qualifications
In order to be successful in this role, we need someone who has:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
At least 4 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Customer Service sponsors/stakeholders in solving business process and/or technical problems
Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI
Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued
Strong understanding and ability to consult on data compliance standards such as PII/PHI
Experience creating recommendations that comprise of multiple complex solution components
Strong understanding of leading CRM tools and related systems
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Ability to gain and maintain certifications
Ability to adapt and learn new features and capabilities
Proven team player and team builder
Ability to gain government clearances
United States Citizenship is required
Certification Requirements:

Required ServiceNow Certifications or achieved within first 90 days:

Certified System Administrator (required or must achieve within the first 60 days)
Certified Implementation Specialist – Customer Service Management
Certified Implementation Specialist – Field Service Management
Certified Application Developer
Desired ServiceNow Certifications:

Certified Technical Architect (required or must achieve in first year)
Certified ITSM, ITOM