What you get to do in this role:
The Expert Services Senior Technical Consultant is responsible configuring ServiceNow CRM 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 CRM 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 on 1 or more CRM suite of products - Customer Service Management(CSM), Field Service Management(FSM), Sales and Order Management (SOM).
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- Minimum 8+ years experience as part of a professional services organization or equivalent education/experience
- Ability to travel up to 40%
- Industry domain expertise in 1 or more of: Telecommunications, Healthcare, Manufacturing, Government, Procurement, Banking/Financial Services, Field Services etc. in addition to skills in any of CIWF suite of products
- Creative with comfort running projects independently and hands-on implementation experience
- Success driving complex issues through analysis and resolution
- Experience working collaboratively
- ServiceNow certifications in aligned workflow
