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Field Service Management Expert

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia ServiceNow Full time

About the Role

The Principal Technical Consultant for Customer & Industry Workflows is responsible for guiding clients through the implementation of our Customer Service Management (CSM) and Field Service Management (FSM) solutions.

This position 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. 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. Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges.

  6. Mentor and guide developers and consultants on best practices in technical design and field service management workflows.

  7. 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.

  8. Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field service management.

  9. Engage with ServiceNow product teams to provide feedback and insights on new features, capabilities, and best practices.

  10. Participate in go-to-market strategies for new service offerings, ensuring alignment with customer service management trends and customer needs.

Requirements

  • 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.

  • 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.

  • Language: Fluent in both Arabic and English.