Principal Technical Consultant CRM & Industry Workflows

ServiceNow; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading enterprise solutions provider in Greater London is seeking a Senior Technical Consultant for Customer & Industry Workflows. This role focuses on guiding clients through implementing Customer Service Management solutions. The ideal candidate will have expertise in field service management, alongside robust leadership and technical skills, to drive business outcomes effectively. Working closely with clients and product teams, you'll ensure that solutions align with best practices and address complex challenges.

Qualifications

• At least 2 years in enterprise architecture and technical roadmaps.
• Proven track record in designing and implementing CSM and FSM solutions.
• Ability to influence senior leaders and stakeholders.

Responsibilities

• Serve as primary technical liaison ensuring alignment with client requirements.
• Oversee technical delivery for CSM and FSM implementations.
• Engage with product teams to provide feedback on new features.

Skills

Deep consulting configuration

Field Service Management Expertise

Leadership Skills

Technical Skills

Education

Certified System Administrator

Certified Implementation Specialist CSM

Certified Technical Architect

Tools

ServiceNow

Salesforce Service Cloud Consultant

Job description

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

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 FSM 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 / FSM.

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

Due to the nature of this role and the sensitivity of the data and systems involved candidates must be UK nationals and eligible for Security Check (SC) clearance .

• Deep consulting configuration and implementation of complex technologies with at least 2 years focused on enterprise architecture and technical roadmaps
• Field 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 Field Service Management

Industries : Telecommunications & Technology Providers

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

Certifications

Required Certifications

• Certified System Administrator
• Certified Implementation Specialist CSM and TS/OM (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

This role is ideal for a technical expert passionate about driving field service transformation and customer service excellence through innovative ServiceNow solutions.

Additional Information

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.

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Remote Work : No

Employment Type : Full-time

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