Principal Technical Consultant - CRM & Industry Workflows

Overview

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

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 and a strong understanding of customer service workflows to solve complex client challenges and advocate for customer needs within Service Now.

Project Delivery

• 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 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 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.

Pre-Sales Support

• 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/FSM.
• Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field service management.

Product Collaboration

• 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:

• 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.
• 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.

Customer Service Management Expertise: Proven track record in designing and implementing CSM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.

Industry: Financial Services

Domains: Customer Service Management, Field Service 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 TSOM 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 Field Service Management Implementation Specialist, and Certified Technical Architect within the first year.

Languages: Fluency in Arabic and English essential

Required Certifications

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

When not having Service Now experience, then similar certification and experience for example with Salesforce:

• Salesforce Service…