Technical Solutions Expert

2 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Servicenow Full time
Company Overview

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 Description

The 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.
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.
  • Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field 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.
Required Skills and Qualifications
  • 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.
Benefits

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, please contact us for assistance.

We approach our distributed world of work with flexibility and trust. Work personas are categories that are assigned to Servicenow employees depending on the nature of their work.



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