Principal Technical Consultant CRM & Industry Workflows

ServiceNow; Île-de-France; Sur place; EUR 60 000 - 80 000; Plein temps

Résumé du poste

A leading enterprise software provider seeks a Senior Technical Consultant for Customer & Industry Workflows in Île-de-France. The successful candidate will guide clients through the implementation of Customer Service Management (CSM) and Sales Order Management (SOM) solutions. Key responsibilities include acting as a technical liaison, overseeing project delivery, and leading technical onboarding. Candidates must have experience in enterprise architecture, CSM, FSM, and hold various ServiceNow certifications.

Qualifications

• Minimum 2 years focused on enterprise architecture and technical roadmaps.
• Proven experience in designing and implementing CSM and FSM solutions.
• Ability to influence senior leaders and stakeholders.

Responsabilités

• Act as the primary technical liaison for projects.
• Oversee technical delivery ensuring alignment with client requirements.
• Define and architect technical solutions aligning with clients' needs.

Connaissances

Customer Service Management

Field Service Management

Technical Architecture

Integration Strategies

Web Technologies

SaaS Technologies

Formation

ServiceNow Implementation Specialist Certification

Certified System Administrator

Salesforce Service Cloud Consultant

Salesforce CTA

Salesforce Field Service Lightning

Description du poste

The Senior Technical Consultant for Customer & Industry Workflows is a technical responsible for guiding clients through the implementation of ServiceNows Customer Service Management (CSM) and Sales Order Management (SOM) solutions.

This role focuses on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency. The successful candidate will possess deep expertise in field service management coupled with a strong understanding of customer service workflows to solve complex client challenges and advocate for customer needs within ServiceNow.

Key Responsibilities

Project Delivery

• Act as the primary technical liaison for projects representing the development team to customers and ensuring the highest quality of delivered solutions.
• Oversee technical delivery ensuring alignment with client requirements and ServiceNow best practices for CSM and SOM implementations.
• Define and architect technical solutions at a detailed level ensuring they align with clients business needs and technological environments.
• Lead technical onboarding with clients assessing existing processes and platform configurations to tailor solutions effectively.
• 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.
• 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.

Pre-Sales Support

• 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 and SOM.
• Demonstrate thought leadership by contributing to webinars whitepapers and community groups highlighting expertise in field service management.

Product Collaboration

• Engage with ServiceNow product teams to provide feedback and insights on new features capabilities and best practices.
• Participate in go-to-market strategies for new service offerings ensuring alignment with field service management trends and customer needs.

Qualifications

In order tobe successful in this role we need someone who has :

Experience

Deep 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 and FSM solutions with a solid understanding of industry-specific workflows use cases compliance requirements and best practices.

Domains

Customer Service Sales Order Management

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 CSM & SOM environments. Experience with Web Technologies (XML HTML JavaScript Web Services Bootstrap CSS middleware LDAP SSO etc.) and working with SaaS technologies

Certifications

Must hold or be able to achieve within the first 90 days ServiceNow certifications for Customer Service Management and Sales Order Management Implementation Specialist and Certified Technical Architect within the first year.

Required Certifications

Certified System Administrator

Certified Implementation Specialist CSM and SOM(within 90 days)

Certified Technical Architect (within first year)

When not having ServiceNow experience then similar certification and experience for example with Salesforce :

Salesforce Service Cloud Consultant

Salesforce CTA

Salesforce Field Service Lightning

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. Learn more here .

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 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 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.

Key Skills

Enterprise Software,SAP Warehouse Management,AWS,Solution Architecture,SAP EWM,SAP Finance & Controlling,SAP Supply Chain Management,SAP S / 4HANA,Enterprise Sales,Pre-sales,Management Consulting,Oracle

Remote Work

No

Employment Type

Full-time

Experience: years

Vacancy: 1