Principal Technical Consultant - CRM & Industry Workflows

The Principal Technical Consultant for CRM & Industry Workflows is a senior technical responsible for guiding clients through the implementation of ServiceNow’s CRM Service: Customer Service Management (CSM) and Field Service Management (FSM) or CRM Sales: Sales and Order Management (SOM).  

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 CRM Service (CSM, FSM) or CRM Sales (SOM, CPQ), coupled with a strong understanding of using AI, Experiences (UX/CX, Portals, Workspaces) and Industry Solutions, 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 or SOM 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, configurations on ServiceNow CRM Service or CRM Sales as well as on Key platform capabilities like AI, Experiences.  
• Oversee technical delivery, ensuring alignment with client requirements and ServiceNow best practices for CRM Service / CRM Sales implementations.  

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, or CSM/SOM.  
• Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in customer 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 customer service management trends and customer needs.