The Principal Workflow Architect for CRM & Industry Workflows is a 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) 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 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
Architecture
- Lead workshops with customers to assess current processes and establish future-state processes
- Design and deliver ServiceNow solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.
- Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.
Project Delivery
- Act as the primary technical and functional 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 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, 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 and SOM.
- Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in CRM.
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 CRM and Industry trends and customer needs.