The Senior Technical Consultant for Customer & Industry Workflows is a technical responsible for guiding clients through the implementation of ServiceNow’s Customer Service Management (CSM)
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
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, Mid-servers, 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.
Pre-Sales Support
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.
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 go-to-market strategies for new service offerings, ensuring alignment with field service management trends and customer needs.