About the Job
The Expert Services Team, part of the Customer Excellence Group (CEG) at ServiceNow, collaborates with customers to help them achieve their business outcomes by providing implementation and advisory services. As part of this diverse team, you will work with our customers and partners to drive consumption, adoption, and customer satisfaction by showcasing the value of their ServiceNow investment. Within Expert Services, we have product-specific expert practices, including the ServiceNow Platform team, which works with various cross-functional departments such as Finance, Procurement, IT, HR, and many others across a variety of global clients.
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The Role
As a Principal Technical Consultant within the Platform team, you will play the role of an architect and a trusted advisor to the customer on product-agnostic core ServiceNow functionality. You will design and configure the most complex solutions and architectures using best practices, ensuring customer success, thereby adding value and increasing productivity for the customer.
What you get to do in this role:
- Collaborate with customers in their efforts to take advantage of their ServiceNow investment
- Act as the primary technical liaison for projects, representing the development team to customers and ensuring the highest quality of delivered solutions.
- Lead customer workshops on architecture (Cloud and On-Prem), design and integrations
- Define and architect technical solutions at a detailed level, ensuring they align with clients' business needs and technological environments.
- Enable customers in defining their business and technical requirements of the solution following Agile methodologies and mapping them to product capabilities
- Design creative implementation solutions using technical best practices for manageability, performance, upgradability, user experience, and security
- Perform hands-on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Self-Hosted, Domain Separation, Mid-servers, and more
- Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges
- Contribute towards continuous improvement of leading practices
- Grow and mentor other members of ServiceNow and the partner ecosystem
- Partner with the pre-sales team to scope complex service engagements involving ServiceNow products and intricate integrations with client systems, with a focus on security, infrastructure, and architecture
- Demonstrate thought leadership by contributing to webinars, white papers, and community groups, highlighting expertise in the Low Code space
- Engage with ServiceNow product teams to provide feedback and insights on new features, capabilities, and best practices.
- Work and travel within MEA, based on customer and project demands
Qualifications
In order to be successful in this role, we need someone who has:
- 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.
- Consulting experience within enterprise organizations with the ability to influence and consult customers in an enterprise architectural environment
- Experience in defining and deploying future-state workflows and in identifying solutions from a people, process, and technology perspective
- Understanding on-premise self-hosted environments and architecture
- Experience and/or willingness to grow technical depth on SaaS and on-premise environment, technologies like XML, HTML, Angular, JavaScript, relational Database principles, LDAP, SAML/SSO, REST, SOAP, GraphQL, Web Services, Linux, database server, load balancers, and others
- Experience and/or willingness to grow in ServiceNow NowAssist products
- Excellent communication and presentation skills
- Experience in advising and analyzing Product strategies based on business priorities
- Excellent interpersonal skills, customer-centric attitude, and experience working with diverse teams
- Fluency in Arabic and English is essential
Work Conditions
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.
