The Senior Technical Consultant for Customer & Industry Workflows at ServiceNow plays a critical role in guiding clients through the implementation of ServiceNow's Customer Service Management (CSM) and Telco Services Operations Management (TSOM) solutions. This position is focused on delivering best-practice solutions that enhance operational efficiency and drive business outcomes. The ideal candidate will have deep expertise in field service management and a strong understanding of customer service workflows to address complex client challenges effectively.
Location: Riyadh Region (Remote)
Work Conditions: Full-time, Remote
Key Responsibilities:
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Project Delivery:
- Act as the primary technical liaison, ensuring high-quality project execution following ServiceNow best practices.
- Oversee technical delivery and ensure solutions meet client requirements.
- Define and architect detailed technical solutions aligning with business needs.
- Lead technical onboarding and assess platform configurations for tailored solutions.
- Perform hands-on development using ServiceNow technologies, including Flow Designer, REST, JavaScript, HTML, CSS, and SSO.
- Resolve critical technical issues and mentor team members on best practices.
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Pre-Sales Support:
- Collaborate with the pre-sales team to scope complex service engagements involving CSM/TSOM.
- Share expertise in field service management through webinars and community contributions.
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Product Collaboration:
- Engage with product teams to provide insights on new features and best practices.
- Participate in strategies for new service offerings based on field service management trends.
Qualifications:
- A minimum of 8 years of experience in consulting and implementing complex technologies, with at least 2 years in enterprise architecture.
- Proven track record in designing and implementing TSOM solutions with knowledge of industry-specific workflows and compliance.
- Effective leadership skills and the ability to influence stakeholders.
- Proficiency in creating architectural designs and integration strategies within TSOM environments, as well as experience with web technologies (XML, HTML, JavaScript, etc.).
Certifications:
- Must hold or be able to achieve within the first 90 days:
- ServiceNow Certified System Administrator
- ServiceNow Certified Implementation Specialist – CSM and TSOM
- Certified Technical Architect within the first year (alternative certifications may be considered).
Language Requirements:
- English proficiency is required.
This role is ideal for a technical expert passionate about transforming field service and enhancing customer service through innovative ServiceNow solutions.
