Technical Consultant-ServiceNow Product Knowledge-Customer Service Management (CSM)

ServiceNow • Addison, TX

279d

About The Position

The Customer Outcomes Senior Technical Consultant is responsible for configuring the ServiceNow Platform (IT Workflow, Customer Workflow, Employee Workflow, and Platform) based on leading practices to provide a solution that achieves customer outcomes. The Senior Technical Consultant is the functional and technical expert in customer engagements. Responsibilities include participating in workshops with customers to assess current processes and establish future-state processes, designing and delivering ServiceNow solutions with a technical architecture designed for long-term success, providing oversight and unit testing of code developed by partner or customer employees, advising customers on how to leverage the ServiceNow Platform capabilities, guiding customers in completing required documentation, and providing feedback to product development to improve the product based on customer experiences. The role also requires maintaining skills and certifications such as ServiceNow Certified System Administrator, Customer Service Management (CSM) Implementor, and Field Service Management (FSM) Implementor.

Requirements

• At least 8 years of consulting experience for complex, global organizations.
• Experience in leveraging or critically thinking about how to integrate AI into work processes.
• Demonstrated ability to influence and consult in a Customer Service and/or Field Service Delivery environment.
• Proven experience in defining and deploying future-state Customer Service and/or Field Service processes.
• Strong understanding of leading Customer Service and/or Field Service systems and tools such as Salesforce, SAP, Oracle, Telephony.
• Solid experience in converting business requirements to configuration requirements by authoring user stories.
• Experience creating implementation design artifacts and conducting solution presentations.
• Strong capabilities in forging trust and engaging a remote or in-person audience.
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills.
• Strong interpersonal skills and customer-centric attitude.

Nice To Haves

• A passion to continually study new technologies and functionality.
• Proven team player and team builder.

Responsibilities

• Participate in workshops with customers to assess current processes and establish future-state processes.
• Design and deliver ServiceNow solutions with a technical architecture designed for long-term success.
• Provide oversight and unit testing of code developed by partner or customer employees.
• Advise customers on how to take advantage of the ServiceNow Platform capabilities.
• Guide customers in completing required documentation such as business requirement workbooks.
• Provide feedback to product development to improve the product based on customer experiences.
• Maintain skills and certifications.

Benefits

• Flexible work personas (flexible, remote, or required in office).
• Equal opportunity employer.
• Accommodations for candidates requiring assistance.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services