ServiceNow · 5 days ago
Senior Technical Consultant – CRM
United States
Full-time
Remote
Senior Level, Lead/Staff
5+ years expServiceNow, a global market leader in AI-enhanced technology, is seeking a Senior Technical Consultant for their NowNext CRM Execution Team. The role involves designing, configuring, and delivering CRM solutions on the ServiceNow platform while collaborating with cross-functional teams to ensure high-quality outcomes for customers.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Translate business requirements into technical designs and working configurations
Configure and implement workflows across lead-to-cash, CPQ/CLM, order management, customer service, field service, and AI agent use cases
Perform hands-on development with Flow Designer, Business Rules, REST APIs, JavaScript, HTML/CSS, and integration technologies
Build and support integrations to external systems (Salesforce, Pega, Dynamics, SAP, Oracle)
Act as a trusted advisor on configuration vs. customization, ensuring platform best practices
Lead or co-lead customer design workshops, knowledge transfers, and proof of concepts
Provide guidance and mentorship to customer admins and partner developers
Work closely with cross-functional teams (Project Managers, Process Consultants, Architects) to ensure end-to-end solution quality
Draft and review user stories, acceptance criteria, testing strategies, and technical documentation
Oversee or support partner/offshore development resources as needed
Contribute to delivery playbooks, accelerators, and continuous improvement practices
Support AI-first delivery, configuring Agentic AI use cases such as automated case resolution, guided selling, and contract intelligence
Ensure technical solutions align with measurable customer outcomes (faster cycle times, higher automation, improved CSAT)
Support sales/pre-sales efforts with technical expertise when required
Qualification
Required
5+ years of configuration/development experience with complex SaaS/CRM platforms
Expertise in at least one major CRM/workflow platform: Salesforce Sales/Service/CPQ (Apex, Flows, Lightning), Pega CRM/Case Management (Case Designer, Decisioning, App Studio), ServiceNow workflows (Flow Designer, Script Includes, IntegrationHub, UI Policies), Microsoft Dynamics 365, Oracle CX, or SAP CX (valued as complementary)
Strong understanding of CRM business processes: lead-to-cash, service management, CPQ/CLM, field service
Experience with integration technologies (REST/SOAP, JSON, SSO, LDAP, ETL, middleware)
Demonstrated ability to influence and consult with stakeholders, offering solution options with pros/cons
Excellent communication and collaboration skills; ability to work with diverse global teams
Certification Requirements: ServiceNow Certified System Administrator (CSA) – required within 60–90 days of hire if not already certified
At least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or SOM – required within the first 6–12 months of hire, depending on project alignment
Continued professional growth through additional ServiceNow certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported
Preferred
ServiceNow certifications: CSA (required or within 60 days), CIS-CSM, CIS-FSM, CIS-Sales, App Developer
Salesforce certifications (Admin, Service/Sales Cloud, CPQ Specialist) or Pega certifications (CSA, CSSA)
Familiarity with NowCreate methodology and Agile delivery practices (Scrum/SAFe)
Experience with AI/GenAI solutions (chatbots, NLP, AI agent orchestration)
Industry expertise in telecom, financial services, insurance, or public sector (lighthouse verticals)
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
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