Principal Technical Consultant, Field Services Management

Summary

Join ServiceNow as a Technical Architect for Customer & Industry Workflows, a strategic and technical leadership role guiding clients through implementing ServiceNow's Customer Service Management (CSM) and Field Service Management (FSM) solutions. You will deliver best-practice solutions, solve complex client challenges, and advocate for customer needs. Key responsibilities include project delivery, pre-sales support, and product collaboration. This role requires extensive experience in consulting, configuration, and implementation of complex technologies, specifically with ServiceNow CSM and FSM. You must possess strong leadership and technical skills, and obtain specific ServiceNow certifications within a defined timeframe. The ideal candidate is passionate about driving field service transformation and customer service excellence.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• Experience: 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. Demonstrable experience with ServiceNow CSM and FSM solutions is strongly preferred
• Field Service Management Expertise: Proven track record in designing and implementing FSM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices
• 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
• 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
• Mandatory: Certified System Administrator
• Mandatory: Certified Application Designer
• Mandatory: Certified Implementation Specialist – CSM and FSM (within 90 days)
• Mandatory: Certified Technical Architect (within first year)

Responsibilities

• 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 and FSM 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
• Partner with the pre-sales team to scope complex service engagements involving ServiceNow products and intricate integrations with client systems, with a focus on FSM
• Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field service management
• Engage with ServiceNow product teams to provide feedback and insights on new FSM features, capabilities, and best practices
• Participate in go-to-market strategies for new service offerings, ensuring alignment with field service management trends and customer needs

Preferred Qualifications

• Salesforce Service Cloud Consultant
• Salesforce CTA
• Salesforce Field Service Lightning
• Certified Implementation Specialist – IT Service Management
• Certified Implementation Specialist – IT Operations Management
• Certified Master Architect