Sr. Technical Consultant, CRM and Industry Workflows - Manufacturing

ServiceNow•Addison, TX

49d

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 - Manufacturing 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. What you get to do in this role: 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 Manufacturing-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 Manufacturing Commerical Operations. 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

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 Manufacturing 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 CRM and CPQ solutions including lead/opportunity management, creating product catalogs, pricing management, quote creation, quote to order process, order management, and common systems of integration.
Experience working with Manufacturing customers to drive scalable solutions that support both front and back-office workflows.
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 - Customer Service Management
Certified Implementation Specialist - Field Service Management
Certified Application Developer
Certified Technical Architect (required or must achieve in first year)

Nice To Haves

Experience with ServiceNow's Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
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 Manufacturing-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 Manufacturing Commerical Operations.
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