What you get to do in this role:

• Responsible for the creation, deployment and maintenance of ServiceNow Customer Workflow leading practices assets and service offerings including process documents, workshop materials, stories, use cases, etc. 
• Identify areas of deployment process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks
• Develop a network of relationships, and collaborate closely, with colleagues across geographies and product lines to ensure consistency of assets
• Liaise with the Product Line Business Unit to ensure leading practice collaboration and alignment, product roadmap input, and overall partnership is in place
• Understand future product release roadmap and its impact to field delivery approach and services offered
• Ability to assess the impact of an upcoming release to existingdelivery assets as well as identify the need for new assets to be created, taking into account industry trends and customer needs 
• Enable delivery teams and Partner Managers on new and updated assets
• Provide feedback into the Business Unit for continual improvement of product capabilities, features and interoperability in consideration of customer needs and requirements
• Assist in strategic customer meetings providing deep subject matter expertise.

To be successful in this role you have:

• CSM experience (does not have to be ServiceNow, could be a ServiceNow competitor product) but CSM industry experience is essential.
• Understand the bigger picture. Its fine being technical but you have to understand the business implications of your decisions. E.g. explain the value of what needs to happen to a VP/CIO
• Self starter and disciplined
• Work with diverse group of people to drive to a common business outcome.  We have to play the role of mediator / facilitator etc between product, sales, expert services etc
• Experience in a Professional Services environment engaging with executive stakeholders, Architects and extended program teams
• Ability to learn technology quickly through instruction and self-training
• Ability to work in an international, fast-growing environment
• Ability to travel up to 10% of the time

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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 talent.acquisition@servicenow.com 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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