It 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®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. \\\\The Team\\\\ The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment. \\\\The Role\\\\ The Sr. Technical Consultant, CRM and Industry Workflow Field Services Management is a technical expert as of a customer engagement team consulting with customers and configuring the ServiceNow CRM and Industry Workflow products based on configuration best practices all with the goal of accelerating and driving customer business outcomes. \\\\What you get to do in this role:\\\\ \\+ Educate others about the ServiceNow platform by creating white papers and other materials that can be shared with our ServiceNow community. \\+ Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. Customizations. \\+ Support the engagements efforts for Field Service-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders \\+ Advise customers on ways they can leverage the ServiceNow platform to transform their current processes. \\+ Lead customer design workshops focused on ServiceNow Platform and CRM and Industry Workflow Solution technology focusing on Field Service Mangement. \\+ Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation. \\+ Drafting and reviewing user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them \\+ Guides and provides ad-hoc oversight/training for the customers future system administrators throughout the engagement \\+ Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers. \\+ Work with other members of your ServiceNow team to provide a great experience for our customers. \\+ 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. \\+ Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers \\+ Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution \\+ Juggle multiple and complex projects/initiatives \\+ Leading continuous improvement practices for delivery/engagement materials \\+ Supporting specific sales activities when required \\+ Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request \\+ Collaborate with team members \\+ Up to 50% travel annually, driven by customer needs and internal meetings \\\\In order to be successful in this role, we need someone who has:\\\\ \\+ At least 4 years of configuration/development experience for complex, highly-capable, technologies inclusive of integrations and portals \\+ Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Field Service sponsors/stakeholders in solving business process and/or technical problems \\+ Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies \\+ Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI. \\+ Experience with ServiceNows Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued. \\+ Strong understanding and ability to consult on data compliance standards such as PII/PHI \\+ Experience creating recommendations that comprise of multiple complex solution components. \\+ Experience and knowledge of Field Service including: work order management, assignment considerations, territory management, maintenance plans, asset management, part/crews/time management and common systems of integration. \\+ Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity \\+ Ability to gain and maintain certifications \\+ Ability to adapt and learn new features and capabilities \\+ Proven team player and team builder Certification Requirements: Required ServiceNow Certifications or achieved within first 90 days: \\+ Certified System Administrator (required or must achieve within the first 60 days) \\+ Certified Implementation Specialist Field Service Management \\+ Certified Implementation Specialist Customer Service Management \\+ Certified Application Developer Desired ServiceNow Certifications: \\+ Certified Technical Architect (required or must achieve in first year) \\+ Certified ITSM, ITOM \\\\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 and their assigned work location. Learn more here () . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. \\\\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. From Fortune.

The role requires at least four years of configuration and development experience for complex technologies, including integrations and portals. A demonstrated ability to influence and consult in a customer service environment is necessary, along with thought leadership in solving business process or technical problems. Experience with web technologies such as XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, and SSO, as well as SaaS technologies, is required. A strong understanding of AI Models, Deep Learning Models, and Large Language Models, with a focus on Generative AI, is also essential. Experience with ServiceNow's Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued. The position also necessitates a strong understanding of data compliance standards like PII/PHI and experience creating recommendations with multiple complex solution components. Additionally, knowledge of Field Service, including work order management, assignment considerations, territory management, maintenance plans, asset management, part/crews/time management, and common systems of integration, is important. The candidate must possess strong interpersonal skills, a customer-centric attitude, and the ability to deal with cultural diversity. The ability to gain and maintain certifications is required, with specific ServiceNow certifications such as Certified System Administrator and Certified Implementation Specialist Field Service Management being mandatory, either held already or achieved within the first 60-90 days. Certified Technical Architect is a desired certification to be achieved within the first year.