Technical Consultant-ServiceNow Product Knowledge-Customer Service Management (CSM)

Servicenow; Addison (TX); Remote; USD 80,000 - 130,000; Full time

Job summary

Join a dynamic team at an innovative company as a Senior Technical Consultant. In this role, you will leverage your expertise to configure and optimize the ServiceNow Platform, ensuring that clients achieve their desired outcomes. Your responsibilities will include designing solutions, conducting workshops, and advising clients on best practices. This position offers a unique opportunity to influence the future of customer service and field service delivery across global organizations. If you're passionate about technology and client success, this role is perfect for you.

Qualifications

• 8+ years of consulting experience for complex, global organizations.
• Strong understanding of Customer Service and Field Service systems.
• Proven ability to influence and consult senior leaders.

Responsibilities

• Configure ServiceNow Platform based on leading practices.
• Advise customers on improving business processes using ServiceNow.
• Conduct workshops to assess and design future-state processes.

Skills

AI Integration

Consulting Experience

Customer Service Delivery

Field Service Management

Communication Skills

Interpersonal Skills

Problem Solving

Team Building

Education

Bachelor's Degree

ServiceNow Certified System Administrator

Customer Service Management Implementor

Field Service Management Implementor

Tools

ServiceNow Platform

Job description

Company Description

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.

Job Description

What you get to do in this role:

The Customer Outcomes Senior Technical Consultant is responsible configuring ServiceNow Platform (IT Workflow, Customer Workflow, Employee Workflow, and Platform) based on leading practices to provide a solution that achieves customer outcomes. The Senior Technical Consultant is the functional and technical expert in customer engagements.

• Participate in workshops with customers to assess current processes and establish future-state processes.
• Design and deliver ServiceNow solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.
• Provide oversight and unit testing of code developed by partner or customer employees.
• Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills / certifications:
• ServiceNow Certified System Administrator
• Customer Service Management (CSM) Implementor
• Field Service Management (FSM) Implementor

Qualifications

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.
• At least 8 years of consulting experience for complex, global organizations.
• Demonstrated ability to influence and consult in a Customer Service and/or Field Service Delivery / Shared Services environment.
• Proven experience in defining and deploying future-state Customer Service and/or Field Service processes.
• Strong understanding with leading Customer Service and/or Field Service and related systems and tools.
• Solid experience in converting business requirements to configuration requirements.
• Demonstrated ability to influence and consult senior leaders in a large organization.
• Experience creating implementation design artifacts and conducting solution presentations.
• Strong capabilities in forging trust and engaging a remote or in-person audience.
• Strong aptitude toward communicating complex business and technical concepts.
• A passion to continually study new technologies and functionality.
• Excellent communication skills (both written and verbal).
• Experience in analyzing and recommending Customer Service and/or Field Service strategies.
• Strong interpersonal skills and customer-centric attitude.
• Proven team player and team builder.

Additional Information

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 law.

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 [e-mail] 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.