Principal Technical Consultant - Customer & Industry Workflows

About the Job:
The Principal Technical Consultant for Customer & Industry Workflows at ServiceNow is responsible for guiding clients through the implementation of Customer Service Management (CSM) and Field Service Management (FSM) solutions. This role centers on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency. The successful candidate should have deep expertise in field service management and a strong understanding of customer service workflows to address complex client challenges and advocate for customer needs within ServiceNow.

Location: Riyadh Region (Remote)
Work Conditions: Full-time, Remote

Key Responsibilities:

• Act as the primary technical liaison for projects, ensuring high-quality solutions are delivered.
• Oversee technical delivery in alignment with client requirements and best practices for CSM implementations.
• Define technical solutions at a detailed level to meet business needs.
• Lead client onboarding, assessing processes and configurations to tailor solutions.
• Develop directly on the ServiceNow platform using various technologies like Flow Designer, REST, JavaScript, HTML, CSS, and more.
• Serve as an escalation point for technical issues and mentor others on best practices.

Qualifications:

• Minimum of 8 years in consulting, configuration, and implementation of complex technologies, with a focus on enterprise architecture and technical roadmaps for at least 2 years.
• Proven expertise in designing and implementing CSM solutions with knowledge of industry workflows and compliance requirements.
• Strong technical skills in creating architectural designs and integration strategies, especially within FSM environments.
• Fluent in both Arabic and English.

Required Certifications:

• Certified System Administrator
• Certified Implementation Specialist – CSM (within 90 days)
• Certified Technical Architect (within the first year)