Senior Technical Consultant

Description:

The Senior Technical Consultant for CRM Workflows is a technical 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.

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:

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, ideally within a Telecommunications, Media & Technology customer environment