Customer Service Management Expert
3 days ago
Our company overview describes how we started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Servicenow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500.
We empower organizations to find smarter, faster, and better ways to work by seamlessly connecting people, systems, and processes using our intelligent cloud-based platform.
This is just the beginning of our journey. We're pursuing our purpose to make the world work better for everyone.
The Principal Technical Consultant for Customer & Industry Workflows is a key role that guides 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.
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.
The Principal Technical Consultant will act as the primary technical liaison for projects, representing the development team to customers and ensuring the highest quality of delivered solutions.
They will oversee technical delivery, ensuring alignment with client requirements and Servicenow best practices for CSM implementations.
The Principal Technical Consultant will define and architect technical solutions at a detailed level, ensuring they align with clients' business needs and technological environments.
They will lead technical onboarding with clients, assessing existing processes and platform configurations to tailor solutions effectively.
Hands-on development on the Servicenow platform leveraging all Servicenow technologies and capabilities will be performed by the Principal Technical Consultant.
They will serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges.
Mentorship and guidance of developers and consultants on best practices in technical design and field service management workflows will also be provided by the Principal Technical Consultant.
The Principal Technical Consultant will 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.
Demonstrating thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field service management will be expected of the Principal Technical Consultant.
Engagement with Servicenow product teams to provide feedback and insights on new features, capabilities, and best practices will be required of the Principal Technical Consultant.
Participation in go-to-market strategies for new service offerings, ensuring alignment with customer service management trends and customer needs will also be necessary for the Principal Technical Consultant.
To be successful in this role, the ideal candidate will have:
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
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.
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.
Industry: Public Sector, Telecommunications, Energy, Manufacturing.
Domains: Customer Service, Sales Order Management, Field Service, Procure to Pay or Order to Cash.
Leadership Skills: Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in field service contexts.
Technical Skills: Proficiency in creating architectural designs, solution presentations, and integration strategies, particularly within FSM environments. Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies.
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.
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