ServiceNow: Senior Technology Consultant, CRM and Industry Workflows
Source: weworkremotely
Headquarters: Two Addison Circle 15725 North Dallas Parkway Suite 200, Addison, Texas, United States URL: http://servicenow.com
About the Company
ServiceNow is a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Their intelligent cloud-based platform connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
About the Role
The Senior Technical Consultant, CRM and Customer Workflows is a technical expert as part of a customer engagement team. They will consult with customers and configure the ServiceNow Customer Workflow products based on configuration best practices to drive customer business outcomes.
Responsibilities
- Educate others about the ServiceNow platform by creating white papers and other materials.
- Be the technical expert on the ServiceNow platform, advising customers on leveraging configurations vs. customizations.
- Support the engagements efforts for Customer Service-specific process definition, re-engineering, improvement, and gap analysis.
- 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.
- Guide customers through ServiceNow capabilities during different parts of the engagement.
- Draft and review user stories, acceptance criteria, testing strategy, and knowledge transfer.
- Guide and provide ad-hoc oversight/training for the customer’s future system administrators.
- Perform the role as a technical development lead and be responsible for the development process for partner resources.
- 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.
- Implement the latest ServiceNow AI offerings.
- Prepare all customer-facing deliverables focused on the technology and responsible for the quality of configured/developed solutions.
- Manage multiple and complex projects/initiatives.
- Lead continuous improvement practices for delivery/engagement materials.
- Support specific sales activities when required.
- Provide 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.
- At least 4 years of configuration/development experience for complex technologies.
- Demonstrated ability to influence and consult in a customer service environment.
- 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:
- 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
Additional Information
Work Personas
ServiceNow uses work personas (flexible, remote, or required in office) depending on the nature of their work and their assigned work location. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer.
Accommodations
If you require a reasonable accommodation to complete any part of the application process, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, ServiceNow may be required to obtain export control approval.