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 Sr.Technical Consultant, CRM and Industry Workflow – Field Services Management is a technical expert as of a customer engagement team – consulting with customers and configuring the ServiceNow CRM and Industry 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 Field 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 CRM and Industry Workflow Solution technology focusing on Field Service Mangement.
- 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