Principal Technical Consultant, CSM
3 days ago
As a seasoned Salesforce Service Cloud professional, you will play a crucial role in designing and implementing innovative business solutions that meet our clients' needs. You will work closely with stakeholders to understand their strategic objectives, document business requirements, and guide the delivery of transformative ServiceNow implementations.
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.
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