Full-Time CiWF Principal Technical Consultant

What you get to do in this role: The Technical Architect for Customer & Industry Workflows is a strategic and technical leader responsible for guiding clients through the implementation of ServiceNow’s Customer Service Management (CSM) and Field Service Management (FSM) 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 field service management, coupled with a strong understanding of customer service workflows, to solve complex client challenges and advocate for customer needs within ServiceNow.

Key Responsibilities

1. Project Delivery
2. Act as the primary technical liaison for projects, representing the development team to customers and ensuring the highest quality of delivered solutions.
3. Oversee technical delivery, ensuring alignment with client requirements and ServiceNow best practices for CSM and FSM implementations.
4. Define and architect technical solutions at a detailed level, ensuring they align with clients' business needs and technological environments.
5. Lead technical onboarding with clients, assessing existing processes and platform configurations to tailor solutions effectively.
6. 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.
7. Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges.
8. Mentor and guide developers and consultants on best practices in technical design and field service management workflows.
9. Pre-Sales Support
10. Partner with the pre-sales team to scope complex service engagements involving ServiceNow products and intricate integrations with client systems, with a focus on FSM.
11. Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field service management.
12. Product Collaboration
13. Engage with ServiceNow product teams to provide feedback and insights on new FSM features, capabilities, and best practices.
14. Participate in go-to-market strategies for new service offerings, ensuring alignment with field service management trends and customer needs.
15. Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

Experience:

• A minimum of 8 years in consulting, configuration, and implementation of complex technologies, with at least 2 years focused on enterprise architecture and technical roadmaps.
• Demonstrable experience with ServiceNow CSM and FSM solutions is strongly preferred.

Field Service Management Expertise:

• Proven track record in designing and implementing FSM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.

Leadership Skills:

• Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in field service contexts.

Technical Skills:

• Proficiency in creating architectural designs, solution presentations, and integration strategies, particularly within FSM environments.
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies.

Certifications:

• Must hold or be able to achieve within the first 90 days ServiceNow certifications for Customer Service Management and Field Service Management Implementation Specialist, and Certified Technical Architect within the first year.

Required Certifications:

• Certified System Administrator
• Certified Application Designer
• Certified Implementation Specialist – CSM and FSM (within 90 days)
• Certified Technical Architect (within first year)

Preferred:

• Salesforce Service Cloud Consultant
• Salesforce CTA
• Salesforce Field Service Lightning
• Certified Implementation Specialist – IT Service Management
• Certified Implementation Specialist – IT Operations Management
• Certified Master Architect

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