Product Success Technical Director-CRM
Listed on 2026-05-16
-
IT/Tech
CRM System, IT Consultant, IT Business Analyst, Technical Support
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 Service Now CRM Application Center of Excellence Specialist is a senior individual contributor responsible for the governance, design quality, and adoption of the Service Now CRM platform across customer deployments. Service Now CRM — encompassing Customer Service Management (CSM), Sales & Order Management (SOM), Field Service Management (FSM), and the industry solutions — is the organization's unified platform for delivering seamless, AI‑powered experiences across the entire customer lifecycle.
In this role, you will champion governance standards, contribute to solution design, and drive enablement programs that build deep platform fluency across the business. Working closely with our Product Excellence architects, you will serve as an application subject matter expert (SME), working closely with stakeholders, technical teams, and the Service Now partner ecosystem to ensure the platform is deployed to its full potential.
Key Responsibilities Governance & Standards- Own and maintain CoE standards, configuration policies, and naming conventions specific to the Service Now CRM platform, including CSM, SOM, FSM and Industry Solution modules.
- Maintain comprehensive documentation, including runbooks, configuration records, decision logs, and process guides, within the CoE knowledge repository.
- Monitor the Service Now release calendar (quarterly upgrades) and assess the impact of new CRM capabilities on existing configurations, flagging risks and opportunities.
- Contribute to the evolution of CoE governance frameworks as the Service Now CRM product expands — including AI Agents, Agentic workflows, and new CRM modules.
- Conduct regular platform audits covering configuration integrity, user access controls, data quality, and alignment with Service Now best practices and upgrade readiness requirements.
- Participate in solution design reviews for new CSM, SOM, FSM and Industry Solution requirements, ensuring proposed configurations follow low‑code‑first principles and adhere to CoE architectural standards.
- Document integration patterns between Service Now CRM and adjacent systems such as ERP, CPQ, contact centre platforms, marketing automation, and identity management tools.
- Evaluate incoming product enhancement requests and classify them by complexity, risk, and alignment with the Service Now out‑of‑the‑box (OOB) philosophy — advocating for configuration over customization wherever possible.
- Support the architecture of AI‑powered workflows within Service Now CRM, including the design of AI Agent use cases for customer service automation, lead qualification (Tenon), and order management.
- Assess technical debt from legacy customizations and contribute to rationalization roadmaps that improve upgrade velocity and platform sustainability.
- Assist with scoping and onboarding of new Service Now CRM capabilities, including Industry Solutions, Field Service Management enhancements, Sales Playbooks, Needs Analysis workflows, and Configure‑Price‑Quote (CPQ) tooling.
- Design and deliver role‑based training programs for Service Now CRM end users, covering agent work spaces in CSM, sales workflows in SOM, and dispatch and scheduling in FSM.
- Build and maintain a CoE enablement library including quick reference guides, walkthrough videos, knowledge articles, and feature release summaries — hosted within the Service Now knowledge base.
- Serve as a first‑line subject matter expert and escalation resource for complex CRM platform questions from business users and operational teams.
- Track adoption metrics, case…
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).