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ServiceNow · 4 months ago

Senior Technology Consultant, CRM and Industry Workflows

Two Addison Circle 15725 North Dallas Parkway Suite 200, Addison, Texas, United States

Full-time

Hybrid

Mid, Senior Level

4+ years exp

ServiceNow is a global market leader in innovative AI-enhanced technology, dedicated to improving organizational workflows. The Senior Technology Consultant, CRM and Industry Workflows will serve as a technical expert, guiding customers in leveraging the ServiceNow platform to achieve their business outcomes and enhance their customer workflows.

Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Educate others about the ServiceNow platform by creating white papers and other materials that can be shared with our ServiceNow community

Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. Customizations

Support the engagements efforts for Customer Service-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders

Advise customers on ways they can leverage the ServiceNow platform to transform their current processes

Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology

Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation

Drafting and reviewing user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them

Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement

Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers

Work with other members of your ServiceNow team to provide a great experience for our customers

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

Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers

Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution

Juggle multiple and complex projects/initiatives

Leading continuous improvement practices for delivery/engagement materials

Supporting specific sales activities when required

Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request

Collaborate with team members

Up to 50% travel annually, driven by customer needs and internal meetings

Qualification

ServiceNow platform expertiseConfiguration/development experienceAIGenerative AI knowledgeWeb TechnologiesCRM tools understandingData compliance standardsCustomer-centric attitudeGain certificationsInterpersonal skillsTeam playerAdaptability

Required

At least 4 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals

Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Customer Service sponsors/stakeholders in solving business process and/or technical problems

Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies

Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI

Experience with ServiceNow's Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued

Strong understanding and ability to consult on data compliance standards such as PII/PHI

Experience creating recommendations that comprise of multiple complex solution components

Strong understanding of leading CRM tools and related systems

Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity

Ability to gain and maintain certifications

Ability to adapt and learn new features and capabilities

Proven team player and team builder

Ability to gain government clearances

United States Citizenship is required

Required ServiceNow Certifications or achieved within first 90 days: Certified System Administrator (required or must achieve within the first 60 days), Certified Implementation Specialist – Customer Service Management, Certified Implementation Specialist – Field Service Management, Certified Application Developer