Principal Workflow Architect - CRM & Industry Workflows

ServiceNow; City of Westminster; On-site; GBP 85,000 - 120,000; Full time

Job summary

A leading IT service management company is seeking a Principal Workflow Architect to guide clients in implementing Customer Service Management and Field Service Management solutions. This role requires 8+ years of experience in complex technology implementations with a strong focus on field service management. The successful candidate will lead technical onboarding, oversee client engagement, and mentor team members, ensuring alignment with the latest ServiceNow technologies and best practices.

Qualifications

• Minimum of 8 years in consulting, configuration, and implementation of complex technologies.
• At least 2 years focused on enterprise architecture and technical roadmaps.
• Solid understanding of industry-specific workflows and compliance requirements.

Responsibilities

• Act as the primary technical liaison for projects.
• Oversee technical delivery and ensure alignment with client requirements.
• Define and architect technical solutions to align with business needs.

Skills

Technical architecture

Field Service Management expertise

Customer Service workflows

Leadership skills

Solution presentation

Web Technologies

Education

ServiceNow certifications

Tools

Flow Designer

REST

JavaScript

HTML

CSS

Job description

Overview

The Principal Workflow Architect for CRM & Industry Workflows is a technical role responsible for guiding clients through the implementation of ServiceNow's Customer Service Management (CSM) and Field Service Management (FSM) 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.

Responsibilities

• 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.
• 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.
• 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

• Experience: 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.
• Field Service Management Expertise: Proven track record in designing and implementing FSM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.
• Domains: Customer Service, Field Service Management, Sales Order Management, Telco Services Operations 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 TSOM 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 Field Service Management Implementation Specialist, and Certified Technical Architect within the first year.
• Required Certifications Mandatory:
  • Certified System Administrator
  • Certified Implementation Specialist - CSM and TSOM (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

Notes

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