What are the responsibilities and job description for the CiWF Principal Technical Consultant Field Services Management position at ServiceNow?
What you get to do in this role :
The Technical Architect for Customer & Industry Workflows is a strategic and technical leader responsible for guiding clients through the implementation of ServiceNows Customer Service Management (CSM) and Field Service Management (FSM) solutions. This role focuses on delivering bestpracticebased 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
Project Delivery
- 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; Flow Designer REST JavaScript HTML CSS SSO Midservers 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.
PreSales Support
Product Collaboration
Qualifications :
Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.
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 roadmaps. Demonstrable experience with ServiceNow CSM and FSM solutions is strongly preferred.
Field Service Management Expertise : Proven track record in designing and implementing FSM solutions with a solid understanding of industryspecific workflows use cases compliance requirements and best practices.
Leadership 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 FSM 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 Field Service Management Implementation Specialist and Certified Technical Architect within the first year.
Required Certifications
Mandatory :
Preferred :
This role is ideal for a technical expert passionate about driving field service transformation and customer service excellence through innovative ServiceNow solutions.
FD21
Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!
Additional Information :
Work Personas
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. Learn more here.
Equal Opportunity Employer
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. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
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 for assistance.
Export Control Regulations
For 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.
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Remote Work : Employment Type :
Fulltime
Key Skills
Project Management Methodology,Project / Program Management,Change Management,Order Management System,Business Analysis,Visio,Data Management,Project Management,Metadata,Management Consulting,Data Analysis Skills,Taxonomy
Vacancy : 1
