Principal Technical Consultant - CRM & Industry Workflows

Overview

Principal Technical Consultant - CRM & Industry Workflows at ServiceNow. The Senior Technical Consultant for CRM & Industry Workflows is a technical role responsible for guiding clients through the implementation of ServiceNow’s Customer Service Management (CSM) and Sales Order Management (SOM). 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

• 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 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 & Product Collaboration

• Partner with the pre-sales team to scope complex service engagements involving ServiceNow products and intricate integrations with client systems, focusing on CSM/SOM.
• 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 ongoing best practices.
• Participate in go-to-market strategies for new service offerings, ensuring alignment with field service management trends and customer needs.

Qualifications

Experience and capabilities expected for success in this role include:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (e.g., using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry).
• 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.
• Customer Service Management expertise: proven track record in designing and implementing CSM solutions with understanding of industry-specific workflows, use cases, compliance requirements, and best practices.
• Industry experience: Financial Services, Public Sector.
• Domains: Customer Service Management, Sales Order Management.
• Leadership skills: ability to influence senior leaders and stakeholders, providing clear recommendations addressing business and technical challenges in field service contexts.
• Technical skills: ability to create architectural designs, solution presentations, and integration strategies within TSOM environments; experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO) and SaaS technologies.
• Certifications: ServiceNow certifications for Customer Service Management and Sales Order Management Implementation Specialist, and Certified Technical Architect to be achieved within specified timelines (first 90 days and within the first year).
• Languages: Fluency in German and English essential.
• Mandatory certifications: Certified System Administrator; Certified Implementation Specialist – CSM, FSM (within 90 days); Certified Technical Architect (within first year).
• When not having ServiceNow experience, similar certifications/experience are acceptable (e.g., Salesforce equivalents such as Salesforce Service Cloud Consultant, Salesforce CTA, Salesforce Field Service Lightning).

Additional Information

• Work Personas: ServiceNow supports flexible, remote, or in-office work arrangements depending on role requirements.
• Equal Opportunity Employer: ServiceNow is an equal opportunity employer and considers all qualified applicants without regard to protected characteristics or criminal history as permitted by law.
• Accommodations: Reasonable accommodations are available during the application process; contact for assistance.
• Export Control Regulations: Some positions require access to controlled technology and may require export licenses or approvals.

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