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

About This Role

As a Sr. Technical Consultant, you will provide expert guidance to customers on ServiceNow's CRM and Industry Workflow products, focusing on Field Service Management, to accelerate business outcomes. This role involves configuring the platform, leading design workshops, and mentoring customer administrators.

Responsibilities

• Educate others about the ServiceNow platform by creating white papers and other shareable materials
• Be the technical expert on the ServiceNow platform, advising customers on configurations vs. customizations
• Support engagement efforts for Field Service-specific process definition, re-engineering, and gap analysis
• Advise customers on leveraging the ServiceNow platform to transform their current processes
• Lead customer design workshops focused on ServiceNow Platform, CRM, and Industry Workflow Solution technology
• Guide customers through ServiceNow capabilities, including knowledge transfers and proof of concepts
• Draft and review user stories, acceptance criteria, testing strategy, and knowledge transfer
• Perform hands-on development on the ServiceNow platform leveraging Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more
• Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, and Generative AI
• Prepare customer-facing deliverables focused on technology and ensure quality of configured/developed solution
• Manage multiple and complex projects/initiatives
• Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem

Requirements

• 4+ years of configuration/development experience for complex technologies
• Demonstrated ability to influence and consult in a customer service environment
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.)
• Experience working with SaaS technologies
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI
• Experience and knowledge of Field Service (work order management, assignment considerations, territory management, maintenance plans, asset management, part/crews/time management and common systems of integration)
• Strong interpersonal skills and customer-centric attitude

Qualifications

• At least 4 years of configuration/development experience for complex, highly-capable technologies, including integrations and portals

Nice to Have

• Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent
• Strong understanding and ability to consult on data compliance standards such as PII/PHI

Skills

* Required skills

Certifications