Job Description

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.

We are looking for a Technical Consultant (TC) to join the CRM & Industry Workflows Team. As a hands-on technical expert, you will design, configure, and deliver CRM and Industry Workflow solutions on the ServiceNow Now Platform, helping our lighthouse customers transform how they sell, fulfill, and service.

You will partner with Technical Project Managers, Business Process Consultants, and Solution Architects to translate requirements into scalable, outcome-driven solutions.

Key Responsibilities:

• Technical Design & Delivery
• Translate business requirements into technical designs and working configurations.
• Configure and implement workflows across lead-to-cash, CPQ/CLM, order management, customer service, field service, industry solutions, and AI agent use cases.
• Perform hands-on development with Flow Designer, Business Rules, REST APIs, JavaScript, HTML/CSS, and integration technologies.
• Build and support integrations to external systems (Salesforce, Pega, Dynamics, SAP, Oracle).
• Customer Engagement & Advisory
• Act as a trusted advisor on configuration vs. customization, ensuring platform best practices.
• Lead or co-lead customer design workshops, knowledge transfers, and proof of concepts.
• Provide guidance and mentorship to customer admins and partner developers.

Collaboration & Delivery Excellence

• Work closely with cross-functional teams (Project Managers, Process Consultants, Architects) to ensure end-to-end solution quality.
• Draft and review user stories, acceptance criteria, testing strategies, and technical documentation.
• Oversee or support partner/offshore development resources as needed.
• Contribute to delivery playbooks, accelerators, and continuous improvement practices.
• Outcome Focus & Innovation
• Support AI-first delivery, configuring Agentic AI use cases such as automated case resolution, guided selling, and contract intelligence.
• Ensure technical solutions align with measurable customer outcomes (faster cycle times, higher automation, improved CSAT).
• Support sales/pre-sales efforts with technical expertise when required.

Success in this Role Looks Like

• You deliver high-quality technical solutions on time, aligned to scope and best practices.
• You drive measurable business outcomes, such as:
• Reduced lead-to-cash cycle time.
• Increased % of requests resolved by AI agents.
• Improved service metrics (CSAT, FCR, MTTR, field first-time-fix).
• You act as a trusted advisor to customers and partners, guiding them to adopt ServiceNow best practices.
• You collaborate seamlessly with project teams and mentor customer/partner technical staff.

Qualifications

To be successful in this role you have:

Required

• 5+ years of configuration/development experience on the ServiceNow Platform.
• Development expertise in at least one major CRM & Industry Workflow Solution:
• Customer Service Management
• Field Service Management
• Sales Order Management (CRM/CPQ)
• Industry Workflows
• Strong understanding of CRM business processes: lead-to-cash, service management, CPQ/CLM, field service.
• Experience with integration technologies (REST/SOAP, JSON, SSO, LDAP, ETL, middleware).
• Demonstrated ability to influence and consult with stakeholders, offering solution options with pros/cons.
• Excellent communication and collaboration skills; ability to work with diverse global teams.
• Certification Requirements
• ServiceNow Certified System Administrator (CSA) – required within 60–90 days of hire if not already certified.
• At least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or SOM – required within the first 60-90 days of hire, depending on project alignment.
• Continued professional growth through additional ServiceNow certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported.

Preferred

• ServiceNow certifications: CSA (required or within 60 days), CIS-CSM, CIS-FSM, App Developer.
• Familiarity with NowCreate methodology and Agile delivery practices (Scrum/SAFe).
• Experience with AI/GenAI solutions (chatbots, NLP, AI agent orchestration).
• Industry expertise in telecom, financial services, insurance, or public sector
• Holds advanced certifications (ServiceNow CIS-CSM/FSM/Sales, App Dev; Salesforce CPQ Specialist/Dev; Pega CSSA) and contributes to reusable assets and accelerators.

FD21

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 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 globaltalentss@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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