Sr. Technical Consultant, CRM and Industry Workflows - Field Service Mangement

ServiceNow•Addison, TX

4h•Remote

About The Position

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 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.

Requirements

At least 4 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Field Service sponsors/stakeholders in solving business process and/or technical problems
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.
Strong understanding and ability to consult on data compliance standards such as PII/PHI
Experience creating recommendations that comprise of multiple complex solution components.
Experience and knowledge of Field Service including: work order management, assignment considerations, territory management, maintenance plans, asset management, part/crews/time management and common systems of integration.
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
Certified System Administrator (required or must achieve within the first 60 days)
Certified Implementation Specialist – Field Service Management
Certified Implementation Specialist – Customer Service Management
Certified Application Developer

Nice To Haves

Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
Certified Technical Architect (required or must achieve in first year)
Certified ITSM, ITOM

Responsibilities

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