Principal Technology Consultant, CRM and Customer Workflows (Secret Clearance)

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Team

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 Role

The Principal Technical Consultant, CRM and Customer Workflows is a technical expert as of a customer engagement team – consulting with customers and configuring the ServiceNow Customer 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 Customer 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 Customer and Industry Workflow Solution technology
• 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

In order to be successful in this role, we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry 
• At least 6 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 Customer 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
• Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued
• Strong understanding and ability to consult on data compliance standards such as PII/PHI
• Experience creating recommendations that comprise of multiple complex solution components.
• Strong understanding of leading CRM tools and related systems
• 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
• United States Secret Clearance is required

Certification Requirements:

Required ServiceNow Certifications or achieved within first 90 days:

• 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

Desired ServiceNow Certifications:

• Certified Technical Architect (required or must achieve in first year)
• Certified ITSM, ITOM

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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