Customer Service Transformation Lead

2 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Servicenow Full time
Job Summary

Servicenow is seeking a Principal Technical Consultant to lead our Customer & Industry Workflows team. As a technical expert, you will guide clients through the implementation of our Customer Service Management (CSM) and Field Service Management (FSM) solutions.

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.
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.
What We Offer

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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