About the job
The Expert Services Team
At ServiceNow, our Expert Services team collaborates with clients to achieve their business objectives through tailored guidance. You will partner with customers to enhance platform utilization, boost adoption rates, and elevate overall satisfaction, ultimately helping them realize the full potential of their ServiceNow investments.
Your Role
The Senior Technical Consultant for CRM and Industry Workflows in Field Service Management serves as a technical authority within the customer engagement team. Your primary responsibilities will involve consulting with clients and configuring ServiceNow's CRM and workflow solutions based on best practices to drive impactful business outcomes.
Key Responsibilities:
- Develop educational materials, including white papers, to share knowledge about the ServiceNow platform with the community.
- Act as a technical expert on the ServiceNow platform, guiding clients on the advantages of configurations versus customizations.
- Support field service process definition, re-engineering, and gap analysis through workshops with key customer stakeholders.
- Guide clients on leveraging the ServiceNow platform for process transformation.
- Lead design workshops focusing on ServiceNow Platform, CRM, and Industry Workflow Solutions tailored to Field Service Management.
- Facilitate knowledge transfers and prepare documentation, including process documentation and proof of concepts.
- Draft and review user stories, acceptance criteria, and testing strategies in collaboration with customers.
- Provide oversight and training for future system administrators throughout the project lifecycle.
- Serve as a technical development lead, overseeing the development process for onshore and offshore resources.
- Collaborate with your ServiceNow team to deliver exceptional customer experiences.
- Engage in hands-on development using ServiceNow technologies, including Flow Designer, REST, JavaScript, and AI capabilities.
- Implement cutting-edge ServiceNow AI features, such as Virtual Agent, NLU, and Document Intelligence for various clients.

