Principal Workflow Architect CRM

The Principal Workflow Architect for CRM & Industry Workflows is a technical responsible for guiding clients through the implementation of ServiceNows Customer Service Management (CSM) and Sales Order Management (SOM) solutions. 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. Key Responsibilities Architecture  Participate in workshops with customers to assess current processes and establish future-state processesDesign and deliver ServiceNow solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.Advise customers on how to take advantage of the ServiceNow Platform capabilities to improve their business processes.Project DeliveryAct as the primary technical and functional 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 SOM 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; Flow Designer REST JavaScript HTML CSS SSO Mid-servers and more. 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. Pre-Sales Support Partner with the pre-sales team to scope complex service engagements involving ServiceNow products and intricate integrations with client systems with a focus on CSM and SOM.Demonstrate thought leadership by contributing to webinars whitepapers and community groups highlighting expertise in field service management. Product Collaboration Engage with ServiceNow product teams to provide feedback and insights on new features capabilities and best practices. Participate in go-to-market strategies for new service offerings ensuring alignment with field service management trends and customer needs.  Qualifications : Due to the nature of this role and the sensitivity of the data and systems involved candidates must be UK nationals and eligible for Security Check (SC) clearance.In order to be successful in this role we need someone who has: Experience: A minimum of 8 years in consulting configuration and implementation of complex technologies with at least 2 years focused on enterprise architecture and technical roadmapsField Service Management Expertise: Proven track record in designing and implementing SOM solutions with a solid understanding of industry-specific workflows use cases compliance requirements and best practices. Domains: Customer Service Sales Order Management Telco Services Operations ManagementIndustries: Telco Education SectorLeadership Skills: Ability to influence senior leaders and stakeholders providing clear recommendations that address business and technical challenges in field service contexts. Technical Skills: Proficiency in creating architectural designs solution presentations and integration strategies particularly within TSOM environments. Experience with Web Technologies (XML HTML JavaScript Web Services Bootstrap CSS middleware LDAP SSO etc.) and working with SaaS technologies Certifications: Must hold or be able to achieve within the first 90 days ServiceNow certifications for Customer Service Management and Sales Order Management Implementation Specialist and Certified Technical Architect within the first year. Required Certifications Mandatory: Certified System Administrator Certified Implementation Specialist CSM SOM and TSOM (within 90 days) Certified Technical Architect (within first year) When not having ServiceNow experience then similar certification and experience for example with Salesforce: Salesforce Service Cloud Consultant  Salesforce CTA Salesforce Field Service Lightning  This role is ideal for a technical expert passionate about driving field service transformation and customer service excellence through innovative ServiceNow solutions. Additional Information : Work PersonasWe 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. Learn more here.Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license. Remote Work : NoEmployment Type : Full-time Key Skills Kubernetes,S3,Google Cloud Platform,Cassandra,System Architecture,Redshift,AWS,Cloud Architecture,NoSQL,UML,Kafka,Distributed Systems Experience: years Vacancy: 1