ServiceNow is seeking a Principal Technical Consultant for Customer & Industry Workflows to guide clients in implementing ServiceNow’s Customer Service Management (CSM) and Field Service Management (FSM) solutions. This role is critical for delivering best-practice solutions that drive business outcomes and enhance operational efficiency. The ideal candidate will have extensive experience in field service management and a strong understanding of customer service workflows, empowering them to address complex client challenges and advocate for customer needs within ServiceNow.
Key Responsibilities:
- Act as the primary technical liaison for projects, ensuring high-quality delivery of solutions aligned with client requirements and best practices.
- Oversee implementation processes, define and architect technical solutions tailored to clients' business needs, and lead technical onboarding.
- Engage in hands-on development using ServiceNow technologies including Flow Designer, REST, JavaScript, and others.
- Serve as an escalation point for technical issues and mentor developers and consultants on best practices.
- Support pre-sales efforts by scoping complex service engagements and demonstrating thought leadership.
- Collaborate with product teams to provide feedback on new features and support go-to-market strategies.
Qualifications:
- A minimum of 8 years in technology consulting, with at least 2 years focused on enterprise architecture and technical roadmaps.
- Proven expertise in designing and implementing CSM solutions, with a solid understanding of industry-specific workflows.
- Experience in Public Sector, Telecommunications, Energy, or Manufacturing domains.
- Strong leadership skills to influence senior leaders and stakeholders.
- Technical proficiency in web technologies and SaaS platforms.
Language Requirements:
- Fluent in both Arabic and English.
Required Certifications:
- Certified System Administrator.
- Certified Implementation Specialist – CSM (to be obtained within 90 days).
- Certified Technical Architect (to be achieved within the first year).
- Similar certifications from other platforms (e.g., Salesforce) may be acceptable if ServiceNow experience is lacking.
Work Conditions:
ServiceNow embraces a flexible working environment, allowing employees to choose their work personas based on the nature of their role.
