Sr. Technical Consultant, CRM and Industry Workflows – Manufacturing

Company Description

It 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 – Service Now 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 Expert Services team at Service Now 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 Service Now platform by getting them to see the value of their Service Now investment.

The Sr. Technical Consultant, CRM and Industry Workflow – Manufacturing is a technical expert as part of a customer engagement team – consulting with customers and configuring the Service Now CRM and Industry Workflow products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes.

• Educate others about the Service Now platform by creating white papers and other materials that can be shared with our Service Now community.
• Be the technical expert on the Service Now platform, while advising customers on leveraging configurations vs. customizations.
• Support the engagements efforts for Manufacturing‑specific process definition, re‑engineering, improvement and gap analysis of current/future‑state processes during workshops with key customer sponsors and stakeholders.
• Advise customers on ways they can leverage the Service Now platform to transform their current processes.
• Lead customer design workshops focused on Service Now Platform and CRM and Industry Workflow Solution technology focusing on Manufacturing Commercial Operations.
• Guide customers through the Service Now capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation.
• Draft and review user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
• Guide and provide ad‑hoc oversight/training for the customer’s future system administrators throughout the engagement.
• Perform the role as a technical development lead and be responsible for the development process for partner resources (onshore and offshore) and other peers.
• Work with other members of your Service Now team to provide a great experience for our customers.
• Perform hands‑on development on the Service Now platform leveraging all Service Now technologies and capabilities:
  Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid‑servers, and more.
• Implement the latest Service Now AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers.
• Prepare all customer‑facing deliverables focused on the technology and responsible for quality of configured/developed solution.
• Juggle multiple and complex projects/initiatives.
• Lead continuous improvement practices for delivery/engagement materials.
• Support specific sales activities when required.
• Provide training and mentoring to other members of the Service Now delivery team and partner ecosystem upon request.
• Collaborate with team members.
• Up to 50% travel annually, driven by customer needs and internal meetings.

In order to be successful in this role, we need someone who has:

• At least 4 years of configuration/development experience for complex, highly‑capable technologies – inclusive of integrations and portals.
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing…