Principal Technology Consultant, CRM and Customer ...

Principal Technology Consultant, CRM and Customer Workflows (Secret Clearance)Full-timeEmployee Type: RegularRegion: AMS - North America and CanadaWork Persona: Flexible or RemoteIt all 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. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.The TeamThe Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.The RoleThe Principal Technical Consultant, CRM and Customer Workflows is a technical expert as of a customer engagement team – consulting with customers and configuring the ServiceNow Customer Workflow products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes.What you get to do in this role:Educate others about the ServiceNow platform by creating white papers and other materials that can be shared with our ServiceNow communityBe the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. CustomizationsSupport the engagements efforts for Customer Service-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholdersAdvise customers on ways they can leverage the ServiceNow platform to transform their current processesLead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technologyGuiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation.Drafting and reviewing user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving themGuides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagementPerform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peersWork with other members of your ServiceNow team to provide a great experience for our customers.Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customersPrepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solutionJuggle multiple and complex projects/initiativesSupporting specific sales activities when requiredProviding training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon requestCollaborate with team membersUp to 50% travel annually, driven by customer needs and internal meetingsIn order to be successful in this role, we need someone who has: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 industryAt least 6 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portalsDemonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Customer Service sponsors/stakeholders in solving business process and/or technical problemsUnderstanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AIExperience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valuedStrong understanding and ability to consult on data compliance standards such as PII/PHIExperience creating recommendations that comprise of multiple complex solution components.Strong understanding of leading CRM tools and related systemsStrong interpersonal skills, customer-centric attitude, ability to deal with cultural diversityAbility to gain and maintain certificationsAbility to adapt and learn new features and capabilitiesProven team player and team builderUnited States Secret Clearance is requiredCertification Requirements:Required ServiceNow Certifications or achieved within first 90 days:Certified System Administrator(required or must achieve within the first 60 days)Certified Implementation Specialist – Customer Service ManagementCertified Implementation Specialist – Field Service ManagementCertified Application DeveloperDesired ServiceNow Certifications:Certified Technical Architect(required or must achieve in first year)Certified ITSM, ITOMWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [emailprotected] for assistance.Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. #J-18808-Ljbffr

Created: 2025-09-17