Senior Technical Consultant – CRM

ServiceNow•Atlanta, GA

2d•Remote

About The Position

We are looking for a Technical Consultant (TC) to join the NowNext CRM Execution 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. Because NowNext CRM is a new category, we welcome consultants with experience in Salesforce, Pega, Microsoft Dynamics, or Oracle CX who are eager to apply their skills and ramp up on ServiceNow. You will partner with Technical Project Managers, Business Process Consultants, and Solution Architects to translate requirements into scalable, outcome-driven solutions.

Requirements

5+ years of configuration/development experience with complex SaaS/CRM platforms.
Expertise in at least one major CRM/workflow platform:
Salesforce Sales/Service/CPQ (Apex, Flows, Lightning)
Pega CRM/Case Management (Case Designer, Decisioning, App Studio)
ServiceNow workflows (Flow Designer, Script Includes, IntegrationHub, UI Policies)
Microsoft Dynamics 365, Oracle CX, or SAP CX (valued as complementary).
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.
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 6–12 months of hire, depending on project alignment.
Continued professional growth through additional ServiceNow certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported.

Nice To Haves

ServiceNow certifications: CSA (required or within 60 days), CIS-CSM, CIS-FSM, CIS-Sales, App Developer.
Salesforce certifications (Admin, Service/Sales Cloud, CPQ Specialist) or Pega certifications (CSA, CSSA).
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 (lighthouse verticals).

Responsibilities

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, 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).
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.
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.
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.