Principal Technical Consultant - Customer & Industry Workflows

The Principal Technical Consultant for Customer & Industry Workflows is a technical role responsible for guiding clients through the implementation of ServiceNow's Customer Service Management and Field Service Management solutions. This role focuses on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• A minimum of 8 years in consulting, configuration, and implementation of complex technologies, with at least 2 years focused on enterprise architecture and technical roadmaps.
• Customer Service Management Expertise: Proven track record in designing and implementing CSM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.
• Leadership Skills: Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in field service contexts.
• Technical Skills: Proficiency in creating architectural designs, solution presentations, and integration strategies, particularly within FSM environments. Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies

Benefits

• Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges.
• Mentor and guide developers and consultants on best practices in technical design and field service management workflows.
• Partner with the pre-sales team to scope complex service engagements involving ServiceNow products and intricate integrations with client systems, with a focus on CSM.