Who you are

• 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
• 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 thought leadership to Customer Service sponsors/stakeholders in solving business process and/or technical problems
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI
• Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued
• Strong understanding and ability to consult on data compliance standards such as PII/PHI
• Experience creating recommendations that comprise of multiple complex solution components
• Strong understanding of leading CRM tools and related systems
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Ability to gain and maintain certifications
• Ability to adapt and learn new features and capabilities
• Proven team player and team builder
• Ability to gain government clearances
• United States Citizenship is required
• 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 Management
• Certified Implementation Specialist – Field Service Management
• Certified Application Developer
• Certified Technical Architect (required or must achieve in first year)
• Certified ITSM, ITOM

What the job involves

• The 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 Senior 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
• Educate others about the ServiceNow platform by creating white papers and other materials that can be shared with our ServiceNow community
• Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. Customizations
• Support 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 stakeholders
• Advise customers on ways they can leverage the ServiceNow platform to transform their current processes
• Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology
• Guiding 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 them
• Guides and provides 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 process the development process for partner resources (onshore and offshore) and other peers
• Work with other members of your ServiceNow team to provide a great experience for our customers
• Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more
• 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 customers
• Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution
• Juggle multiple and complex projects/initiatives
• Leading continuous improvement practices for delivery/engagement materials
• Supporting specific sales activities when required
• Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
• Collaborate with team members
• Up to 50% travel annually, driven by customer needs and internal meetings

Benefits

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time