ServiceNow

Sr. Technical Consultant CRM and Industry Workflows - Field Service Mangement

Reposted 5 Hours Ago

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Hiring Remotely in West Palm Beach FL USA

Remote or Hybrid

Senior level

Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation

We're putting AI to work for people.

The Role

The Sr. Technical Consultant will guide customers in leveraging ServiceNow's CRM and Industry Workflow products enhancing their business outcomes through hands-on development process consulting and customer training.

Summary Generated by Built In

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 - ServiceNow stands as a global market leader bringing innovative AI-enhanced technology to over 8100 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.
Job Description
The Team
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 Role
The Sr.Technical Consultant CRM and Industry Workflow - Field Services Management is a technical expert as of a customer engagement team - consulting with customers and configuring the ServiceNow CRM and Industry Workflow products based on configuration best practices - all with the goal of accelerating and driving customer business outcomes.
What you get to do in this role:

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 Field 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 CRM and Industry Workflow Solution technology focusing on Field Service Mangement.
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

Qualifications
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 thought leadership to Field 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.
Experience and knowledge of Field Service including: work order management assignment considerations territory management maintenance plans asset management part/crews/time management and common systems of integration.
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

Certification Requirements:
Required ServiceNow Certifications or achieved within first 90 days:

Certified System Administrator (required or must achieve within the first 60 days)
Certified Implementation Specialist - Field Service Management
Certified Implementation Specialist - Customer Service Management
Certified Application Developer

Desired ServiceNow Certifications:

Certified Technical Architect (required or must achieve in first year)
Certified ITSM ITOM

Additional Information
Work Personas
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 ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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The Company

HQ: Santa Clara CA

28000 Employees

Year Founded: 2004

What We Do

As the AI platform for business transformation we're putting AI to work across organizations — freeing people for work that matters. Making old tech work with new tech. Reaching across departments from the front office to the back office and every office in between. Our ambition? To become the AI defining enterprise software company of the 21st century (or "AI DESCO21C" as we like to call it). With more than 8100+ customers we serve approximately 85% of the Fortune 500® and we're proud to be a Fortune 100 Best Companies to Work For® and World's Most Admired Companies™. Explore your future career with us visit www.servicenow.com/careers. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Why Work With Us

By joining ServiceNow you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We're committed to helping our people do their best work and live their best lives so we can fulfill our purpose together. At the fastest-growing enterprise software company you can grow your career faster.

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Hybrid Workspace

Employees engage in a combination of remote and on-site work.

At ServiceNow we lead with flexibility and trust. For some home is the primary workplace. For those who come into a ServiceNow workplace you are empowered to make team-guided and individual-led decisions on how and when you use the workplace.

Typical time on-site: Flexible