Senior Consultant, Customer and Industry Workflow Solutions
2 days ago
ServiceNow is a global market leader in innovative AI-enhanced technology, serving over 8,100 customers, including 85% of the Fortune 500. We empower organizations to find smarter, faster, and better ways to work.
Key Responsibilities- Implement ServiceNow's Customer and Industry Workflow solutions based on best practices to accelerate customer business outcomes.
- Provide support during sales cycles, engage with customers and partners, and advocate for customer needs within ServiceNow.
- Bring architectural guidance, business acumen, and deep product expertise to customers and partners.
- Develop and maintain a comprehensive understanding of customer needs and industry trends to inform solution design.
- Partner with business stakeholders and executives to understand short-term and long-term business goals and priorities.
- Proactively analyze current state and identify new options for improving ways of working to achieve/exceed business results.
- Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.
- Research technology partner or other vendor solutions in context of client requirements for integration.
- Maintain and build proficient knowledge of the ServiceNow platform and products.
- Assist the pre-sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systems/core banking platforms/core insurance platforms.
- Evangelize ServiceNow Expert Services by contributing to whitepapers, webinars, community groups, and partnerships.
- At least 8 years of consultation and/or configuration experience related to implementing complex, highly configurable technologies.
- Minimum of 5 years of experience developing enterprise architectures and technical roadmaps with integrations with Customer Facing Portals, Core Case Management Systems, Transactional Based Systems, Document Management Platforms, Data Warehouses, etc.
- Strong understanding of industry-specific systems architecture, security, use cases, workflows, personas, industry standards, compliance, and regulatory requirements.
- Demonstrated ability to influence and consult senior leaders in a large organization.
- Experience creating implementation design artifacts, conducting solution presentations, and obtaining customer acceptance of solution design.
- Strong capabilities in forging trust, engaging a remote or in-person audience, and bringing project/program management and leadership expertise.
- Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids.
- A passion to continually study new technologies and functionality.
As a ServiceNow Expert Services Consultant, you will be a continuous learner required to achieve and maintain new accreditations and certifications, participate in professional development courses, and be passionate about innovation.
Required within the first 60 days: Certified System Administrator.
Required in the first 90 days: Certified Implementation Specialist – Customer Service Management and Certified Implementation Specialist – Field Service Management.
Required in the first 180 days: Industry-specific certifications such as Financial Services Operations, Healthcare and Life Sciences Operations, etc.
Required in the first year: CSM Architect Certification.
Preferred additional ServiceNow Certifications: Certified Implementation Specialist – IT Service Management and Certified Implementation Specialist – IT Operations Management.
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