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.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Location: Riyadh Region (Remote)
Work Conditions: Full-time, Remote
Key Responsibilities:
-
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.
-
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.
-
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.
