Field Service Management Lead

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia ServiceNow Full time
Business Challenge
Our clients face complex business challenges that require innovative solutions to improve customer service and operational efficiency.

As a Principal Technical Consultant at ServiceNow, you will help our clients to design and implement effective solutions to drive business outcomes and enhance their customer experience.

With a strong background in technical consulting, particularly in the areas of customer service management and field service management, you will be responsible for leading technical onboarding with clients, assessing existing processes and platform configurations to tailor solutions effectively.

The ideal candidate will have experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving, with a minimum of 8 years in consulting, configuration, and implementation of complex technologies.

Furthermore, you 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.

About This Role
This role is ideal for a technical expert passionate about driving customer service transformation and excellence through innovative ServiceNow solutions.

As a key member of our consulting organization, you will have the opportunity to work with senior leaders and stakeholders to provide clear recommendations that address business and technical challenges in field service contexts.

You will also be responsible for mentoring and guiding developers and consultants on best practices in technical design and field service management workflows.

Key Responsibilities
  1. Act as the primary technical liaison for projects, representing the development team to customers and ensuring the highest quality of delivered solutions.
  2. Oversee technical delivery, ensuring alignment with client requirements and ServiceNow best practices for CSM implementations.
  3. Define and architect technical solutions at a detailed level, ensuring they align with clients' business needs and technological environments.
  4. Lead technical onboarding with clients, assessing existing processes and platform configurations to tailor solutions effectively.
  5. 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.
  6. Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges.
  7. Mentor and guide developers and consultants on best practices in technical design and field service management workflows.
  8. 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.
  9. Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field service management.
  10. Engage with ServiceNow product teams to provide feedback and insights on new features, capabilities, and best practices.
  11. Participate in go-to-market strategies for new service offerings, ensuring alignment with customer service management trends and customer needs.


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