Principal Technology Consultant - CRM and Industry Workflows
ServiceNow
Job Overview
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Job Description
About ServiceNow
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, transformed the way we work. Today, ServiceNow is a global market leader with innovative AI-enhanced technology serving over 8,100 customers, including 85% of the Fortune 500.
The Team
The Expert Services team helps customers achieve business outcomes by providing prescriptive guidance, driving consumption, adoption, and customer satisfaction on the ServiceNow platform.
The Role
The Principal Technology Consultant - CRM and Industry Workflows acts as a technical expert consulting with customers and configuring ServiceNow Customer Workflow products to accelerate business outcomes.
Key Responsibilities
- Create educational white papers and materials for the ServiceNow community.
- Advise customers on configurations versus customizations and process re-engineering.
- Lead customer design workshops and guide through ServiceNow capabilities.
- Draft and review user stories, testing strategies, and support knowledge transfers.
- Perform hands-on development using Flow Designer, REST, JavaScript, HTML, CSS, SSO and more.
- Implement latest AI offerings like Virtual Agent, NLU, AI Search, and Generative AI.
- Mentor team members and support partner resource development.
- Travel up to 50% annually to meet customer and internal requirements.
Qualifications
Applicants should have at least 4 years of configuration/development experience with complex technologies, strong web technology skills, understanding of AI models including Generative AI, and proven consulting ability in a customer service environment.
Certifications
Required certifications include ServiceNow Certified System Administrator (or within 60 days), Certified Implementation Specialist – Customer Service Management, Field Service Management, and Certified Application Developer. Desired certifications include Certified Technical Architect and ITSM/ITOM.
Additional Information
This role offers flexibility with distributed work personas based on location and job nature. ServiceNow is an equal opportunity employer committed to accessibility and inclusion. Candidates may need to obtain government clearances and export control approvals as required.
Key skills/competency
- ServiceNow
- CRM
- Workflow
- Consulting
- AI Integration
- Development
- Configuration
- Customer Service
- Process Re-engineering
- Technical Leadership
How to Get Hired at ServiceNow
- Customize your resume: Align experience with ServiceNow technologies and CRM.
- Research ServiceNow: Understand company culture and recent innovations.
- Prepare examples: Showcase impact in consulting and integrations.
- Practice technical questions: Focus on AI, workflows and platform configurations.
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