Product Success Technical Director

ServiceNow•Waltham, MA

14h•Hybrid

About The Position

The ServiceNow CRM Application Center of Excellence Specialist is a senior individual contributor responsible for the governance, design quality, and adoption of the ServiceNow CRM platform across customer deployments. ServiceNow CRM — encompassing Customer Service Management (CSM), Sales & Order Management (SOM), Field Service Management (FSM), and the industry solutions — is the organization's unified platform for delivering seamless, AI-powered experiences across the entire customer lifecycle. In this role, you will champion governance standards, contribute to solution design, and drive enablement programs that build deep platform fluency across the business. Working closely with our Product Excellence architects, you will serve as an application subject matter expert (SME), working closely with stakeholders, technical teams, and the ServiceNow partner ecosystem to ensure the platform is deployed to its full potential.

Requirements

10 years of hands-on experience administering or configuring ServiceNow, with direct exposure to Customer Service Management (CSM), Sales & Order Management (SOM), Field Service Management (FSM) and Industry Solutions.
Working knowledge of core ServiceNow platform capabilities, including Flow Designer, Business Rules, UI Policies, Catalogue Items, and Reporting.
Understanding of CRM business processes, including case management, customer lifecycle management, order-to-cash, field service dispatch workflows, and industry processes.
Experience supporting or contributing to application governance activities such as change control, audit preparation, and configuration documentation.
Strong written and verbal communication skills, with the ability to explain platform concepts clearly to non-technical stakeholders and business leaders.
Demonstrated experience delivering platform training, user guides, or enablement content in an enterprise environment.

Nice To Haves

ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist — Customer Service Management (CIS-CSM).
Familiarity with ServiceNow AI and automation capabilities, including Now Assist, AI Agents, and Agentic workflow design.
Experience with ServiceNow integration patterns, including IntegrationHub, MID Server, REST/SOAP APIs, and third-party connectors.
Exposure to Agile / SAFe delivery methodologies within a platform team or CoE environment.
Knowledge of change management frameworks (e.g., Prosci/ADKAR) as applied to CRM platform rollouts.
Familiarity with contact centre integration models (CCaaS) and how they connect to ServiceNow CSM for omnichannel service delivery.

Responsibilities

Own and maintain CoE standards, configuration policies, and naming conventions specific to the ServiceNow CRM platform, including CSM, SOM, FSM and Industry Solution modules.
Maintain comprehensive documentation, including runbooks, configuration records, decision logs, and process guides, within the CoE knowledge repository.
Monitor the ServiceNow release calendar (quarterly upgrades) and assess the impact of new CRM capabilities on existing configurations, flagging risks and opportunities.
Contribute to the evolution of CoE governance frameworks as the ServiceNow CRM product expands — including AI Agents, Agentic workflows, and new CRM modules.
Conduct regular platform audits covering configuration integrity, user access controls, data quality, and alignment with ServiceNow best practices and upgrade readiness requirements.
Participate in solution design reviews for new CSM, SOM, FSM and Industry Solution requirements, ensuring proposed configurations follow low-code-first principles and adhere to CoE architectural standards.
Document integration patterns between ServiceNow CRM and adjacent systems such as ERP, CPQ, contact centre platforms, marketing automation, and identity management tools.
Evaluate incoming product enhancement requests and classify them by complexity, risk, and alignment with the ServiceNow out-of-the-box (OOB) philosophy — advocating for configuration over customization wherever possible.
Support the architecture of AI-powered workflows within ServiceNow CRM, including the design of AI Agent use cases for customer service automation, lead qualification (Tenon), and order management.
Assess technical debt from legacy customizations and contribute to rationalization roadmaps that improve upgrade velocity and platform sustainability.
Assist with scoping and onboarding of new ServiceNow CRM capabilities, including Industry Solutions, Field Service Management enhancements, Sales Playbooks, Needs Analysis workflows, and Configure-Price-Quote (CPQ) tooling.
Design and deliver role-based training programs for ServiceNow CRM end users, covering agent workspaces in CSM, sales workflows in SOM, and dispatch and scheduling in FSM.
Build and maintain a CoE enablement library including quick reference guides, walkthrough videos, knowledge articles, and feature release summaries — hosted within the ServiceNow knowledge base.
Serve as a first-line subject matter expert and escalation resource for complex CRM platform questions from business users and operational teams.
Track adoption metrics, case deflection rates, and user feedback to proactively identify knowledge gaps and design targeted enablement interventions.
Lead CoE initiated programs during major releases or new module go-lives, providing hands-on coaching and issue triage for end users.
Facilitate CoE community of practice sessions, platform demo days, and release preview sessions to build CRM platform literacy across the organization.