Sr. Technical Consultant
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
We are looking for a Technical Consultant (TC) to join the CRM & Industry Workflows Team. As a hands-on technical expert, you will design, configure, and deliver CRM and Industry Workflow solutions on the ServiceNow Now Platform, helping our lighthouse customers transform how they sell, fulfill, and service.
You will partner with Technical Project Managers, Business Process Consultants, and Solution Architects to translate requirements into scalable, outcome-driven solutions.
Key Responsibilities:
Technical Design & Delivery
Translate business requirements into technical designs and working configurations.
Configure and implement workflows across lead-to-cash, CPQ/CLM, order management, customer service, field service, industry solutions, and AI agent use cases.
Perform hands-on development with Flow Designer, Business Rules, REST APIs, JavaScript, HTML/CSS, and integration technologies.
Build and support integrations to external systems (Salesforce, Pega, Dynamics, SAP, Oracle).
Customer Engagement & Advisory
Act as a trusted advisor on configuration vs. customization, ensuring platform best practices.
Lead or co-lead customer design workshops, knowledge transfers, and proof of concepts.
Provide guidance and mentorship to customer admins and partner developers.
Collaboration & Delivery Excellence
Work closely with cross-functional teams (Project Managers, Process Consultants, Architects) to ensure end-to-end solution quality.
Draft and review user stories, acceptance criteria, testing strategies, and technical documentation.
Oversee or support partner/offshore development resources as needed.
Contribute to delivery playbooks, accelerators, and continuous improvement practices.
Outcome Focus & Innovation
Support AI-first delivery, configuring Agentic AI use cases such as automated case resolution, guided selling, and contract intelligence.
Ensure technical solutions align with measurable customer outcomes (faster cycle times, higher automation, improved CSAT).
Support sales/pre-sales efforts with technical expertise when required.
Success in this Role Looks Like
You deliver high-quality technical solutions on time, aligned to scope and best practices.
You drive measurable business outcomes, such as:
Reduced lead-to-cash cycle time.
Increased % of requests resolved by AI agents.
Improved service metrics (CSAT, FCR, MTTR, field first-time-fix).
You act as a trusted advisor to customers and partners, guiding them to adopt ServiceNow best practices.
You collaborate seamlessly with project teams and mentor customer/partner technical staff.
Qualifications
To be successful in this role you have:
Required
5+ years of configuration/development experience on the ServiceNow Platform.
Development expertise in at least one major CRM & Industry Workflow Solution:
Customer Service Management
Field Service Management
Sales Order Management (CRM/CPQ)
Industry Workflows
Strong understanding of CRM business processes: lead-to-cash, service management, CPQ/CLM, field service.
Experience with integration technologies (REST/SOAP, JSON, SSO, LDAP, ETL, middleware).
Demonstrated ability to influence and consult with stakeholders, offering solution options with pros/cons.
Excellent communication and collaboration skills; ability to work with diverse global teams.
Certification Requirements
ServiceNow Certified System Administrator (CSA) – required within 60–90 days of hire if not already certified.
At least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or SOM – required within the first 60-90 days of hire, depending on project alignment.
Continued professional growth through additional ServiceNow certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported.
Preferred
ServiceNow certifications: CSA (required or within 60 days), CIS-CSM, CIS-FSM, App Developer.
Familiarity with NowCreate methodology and Agile delivery practices (Scrum/SAFe).
Experience with AI/GenAI solutions (chatbots, NLP, AI agent orchestration).
Industry expertise in telecom, financial services, insurance, or public sector
Holds advanced certifications (ServiceNow CIS-CSM/FSM/Sales, App Dev; Salesforce CPQ Specialist/Dev; Pega CSSA) and contributes to reusable assets and accelerators.
