Field Service Management Architect
1 day ago
Servicenow is a global market leader in bringing innovative AI-enhanced technology to over 8100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
Job DescriptionThe Principal Technical Consultant for Customer & Industry Workflows is a technical expert 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.
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 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 and field service management workflows.
- 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.
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Customer Service Management Expertise: Proven track record in designing and implementing CSM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.
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