Administrative Assistant

Overview

Senior Technical Consultant for Customer & Industry Workflows is a technical role responsible for guiding clients through the implementation of Service Now’s Customer Service Management (CSM) and Sales Order Management (SOM) 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 Service Now.

• 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 Service Now best practices for CSM and SOM 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 Service Now platform leveraging all Service Now 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 Service Now products and intricate integrations with client systems, with a focus on CSM and SOM.
• Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field service management.

• Engage with Service Now product teams to provide feedback and insights on new 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.

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

Experience: Deep 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 and FSM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.

Domains: Customer Service, Sales Order Management

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 CSM & SOM 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 Service Now certifications for Customer Service Management and Sales Order Management Implementation Specialist, and Certified Technical Architect within the first year.

• Certified System Administrator
• Certified Implementation Specialist – CSM and SOM (within 90 days)
• Certified Technical Architect (within first year)

If not having Service Now experience, similar certifications and experience are acceptable, e.g., with Salesforce:

• Salesforce Service Cloud Consultant
• Salesforce CTA
• Salesforce Field Service Lightning

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work. Learn more here.

Service Now…