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 ServiceNow’s Customer Service Management (CSM) and Field Service Management (FSM) 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 

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, 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 FSM. 
• 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 FSM 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. 

Salesforce Service Cloud Expertise: Proven experience as a Business Architect, Solution Architect, or Consultant in Salesforce Service Cloud, with a strong understanding of service management and customer service processes.

Telecommunications Industry Experience: Knowledge and track record of delivering transformative solutions in the Telecommunications space with an understanding of industry trends, pain points and processes.

• Strong Understanding of industry specific knowledge including system architecture, use cases, workflows, personas, compliance and industry standards (Ex. 3GPP, TMF, and MEF) typically found in the ecosystem.
• Experience in a wide variety of Telecommunications Networking Technologies such as 5G, Mobile Edge Computing, IP and Optical Networking, SD-WAN, Cloud and Data Center technologies, Satellite, Etc.

ServiceNow Knowledge: Familiarity with ServiceNow, especially in Customer Service Management (CSM) or IT Service Management (ITSM), is a plus. Willingness to learn and become certified in ServiceNow if not already.

Consultative Mindset: Strong problem-solving skills with the ability to think strategically and drive complex projects from concept to completion.

Stakeholder Management: Excellent communication skills with the ability to engage and influence stakeholders at all levels.

Technical Acumen: Understanding of integration, data models, and process automation, with the ability to communicate technical concepts to non-technical audiences.

User Experience: Ability to deliver solutions that provide best in class user experience with a focus on ease of use, logical process flows, accessibility and productivity.

Analytical Skills: Experience in analyzing business processes, creating workflow diagrams, and documenting requirements in a clear and concise manner.

Certifications: Salesforce certifications (such as Service Cloud Consultant) required. ServiceNow certifications (like CSA or CIS-CSM) are highly preferred.

Leadership: 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  

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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