Principal Technical Consultant CSM

4 weeks ago

Austin, Texas, United States ServiceNow Full time

Job Title: Principal Technical Consultant CSM

At ServiceNow, we are seeking a highly skilled Principal Technical Consultant CSM to join our team. As a Principal Technical Consultant CSM, you will play a crucial role in designing and implementing innovative business solutions that meet our clients' needs.

Key Responsibilities:

  • Consult and Advise: Engage with senior business leaders to understand their goals and challenges, providing expert advice on how ServiceNow can optimize their operations.
  • Solution Design: Design end-to-end solutions using ServiceNow that align with business requirements, focusing on customer service management, customer support, and automation.
  • Requirements Gathering: Lead workshops to gather and document business requirements, translating them into functional specifications and user stories.
  • Process Improvement: Analyze current processes and workflows to identify areas for improvement and automation using the ServiceNow platform.
  • Cross-Functional Collaboration: Work closely with IT, operations, and business stakeholders to ensure that solutions are aligned with business needs and are implemented effectively.
  • Change Management: Support clients in navigating change by creating adoption strategies and training plans, ensuring seamless transitions to new processes.
  • Thought Leadership: Stay up-to-date with the latest ServiceNow capabilities, trends, and best practices, sharing knowledge with the team and clients.

Qualifications:

  • 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.
  • 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.

Why ServiceNow?

We are a company that values innovation, collaboration, and customer satisfaction. As a Principal Technical Consultant CSM, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional results.

What We Offer:

  • Competitive Salary: We offer a competitive salary and benefits package that reflects your skills and experience.
  • Opportunities for Growth: We are committed to helping you grow and develop your career, with opportunities for advancement and professional development.
  • Collaborative Work Environment: We foster a collaborative and inclusive work environment that encourages creativity, innovation, and teamwork.
  • Recognition and Rewards: We recognize and reward outstanding performance and contributions to the company.

How to Apply:

If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to our careers page.

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