Technical Consultant-Customer Service Management (CSM) Certification

Summary

Join ServiceNow as a Customer Outcomes Senior Technical Consultant and leverage your expertise in configuring the ServiceNow Platform to deliver solutions that achieve customer outcomes. You will participate in workshops to assess current processes and establish future-state processes, design and deliver ServiceNow solutions, provide oversight and unit testing of code, advise customers on platform capabilities, guide them in documentation, and provide feedback to product development. This role requires a strong understanding of Customer Service and/or Field Service processes and related systems, as well as experience in converting business requirements to configuration requirements. You will also need to be able to influence and consult senior leaders, create implementation design artifacts, and communicate complex concepts effectively.

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
• At least 8 years of consulting experience for complex, global organizations
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a Customer Service and/or Field Service Delivery / Shared Services environment, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Proven experience in defining and deploying future-state Customer Service and/or Field Service processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology
• Strong understanding with leading Customer Service and/or Field Service and related systems and tools such as Salesforce, SAP, Oracle, Telephony
• Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design
• Strong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertise
• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams
• A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Experience in analyzing and recommending Customer Service and/or Field Service strategies based on business priorities
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• Certification Requirements: o ServiceNow Certified System Administrator
• O Customer Service Management (CSM) Implementor
• O Field Service Management (FSM) Implementor

Responsibilities

• The Customer Outcomes Senior Technical Consultant is responsible configuring ServiceNow Platform (IT Workflow, Customer Workflow, Employee Workflow, and Platform) based on leading practices to provide a solution that achieves customer outcomes
• The Senior Technical Consultant is the functional and technical expert in customer engagements
• Participate in workshops with customers to assess current processes and establish future-state processes
• Design and deliver ServiceNow solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices
• Provide oversight and unit testing of code developed by partner or customer employees
• Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution
• Provide feedback to product development to improve the product based on experiences gained with customers
• Maintain skills / certifications o ServiceNow Certified System Administrator
• O Customer Service Management (CSM) Implementor
• O Field Service Management (FSM) Implementor