Principal Technical Consultant

Principal Technical Consultant - CRM & Industry WorkflowsFull-timeEmployee Type: RegularRegion: EMEA - Europe, Middle East and AfricaWork Persona: FlexibleIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500.The Senior Technical Consultant for Customer & Industry Workflows is a technical responsible for guiding clients through the implementation of ServiceNow’s Customer Service Management (CSM). This role focuses on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency.Key ResponsibilitiesAct 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.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.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/FSM.Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field service management.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.To be successful in this role, we need someone who has: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.Experience: Deep consulting, configuration, and implementation of complex technologies, with at least 2 years focused on enterprise architecture and technical roadmaps.Field Service Management Expertise: Proven track record in designing and implementing CSM and FSM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.Domains: Customer Service, Field Service Management.Industries: Telecommunications & Technology Providers.Leadership Skills: Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in field service contexts.Certifications: 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.Required Certifications:Certified System Administrator.Certified Implementation Specialist – CSM and TSOM (within 90 days).Certified Technical Architect (within first year).ServiceNow 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 law.We 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 globaltalentss@servicenow.com for assistance. #J-18808-Ljbffr