The Senior Technical Consultant for CRM & Industry Workflows is responsible for guiding clients through the implementation of ServiceNow’s Customer Service Management (CSM) and Field Service Management (FSM). This role focuses on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency. The successful candidate will possess deep expertise in field service management, coupled with a strong understanding of customer service workflows, to solve complex client challenges and advocate for customer needs within ServiceNow.
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Key Responsibilities
- Act as the primary technical liaison for projects, representing the development team to customers and ensuring the highest quality of delivered solutions.
- Oversee technical delivery, ensuring alignment with client requirements and ServiceNow best practices for CSM and FSM implementations.
- Define and architect technical solutions at a detailed level, ensuring they align with clients' business needs and technological environments.
- Lead technical onboarding with clients, assessing existing processes and platform configurations to tailor solutions effectively.
- Perform hands-on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities, such as Flow Designer, REST, JavaScript, HTML, CSS, SSO, and Mid-servers.
- Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges.
- Mentor and guide developers and consultants on best practices in technical design and field service management workflows.
Qualifications
- A minimum of 8 years in consulting, configuration, and implementation of complex technologies, with at least 2 years focused on enterprise architecture and technical roadmaps.
- Proven track record in designing and implementing CSM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.
- Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in field service contexts.
- Proficiency in creating architectural designs, solution presentations, and integration strategies, particularly within TSOM environments.
- Must hold or be able to achieve within the first 90 days ServiceNow certifications for Customer Service Management and Field Service Management Implementation Specialist, and Certified Technical Architect within the first year.
- Fluency in Arabic and English is essential.
Required Certifications
- Certified System Administrator
- Certified Implementation Specialist – CSM, FSM (within 90 days)
- Certified Technical Architect (within the first year)
This role is ideal for a technical expert passionate about driving field service transformation and customer service excellence through innovative ServiceNow solutions.
Work Conditions
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are assigned based on the nature of the work.
