The Principal Workflow Architect for CRM & Industry Workflows is a technical responsible for guiding clients through the implementation of Service Now’s CRM Service: Customer Service Management (CSM) and Field Service Management (FSM) or CRM Sales: Sales and Order Management (SOM) solutions.

This role focuses on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency. The successful candidate will possess deep expertise in CRM Service (CSM, FSM) or CRM Sales (SOM, CPQ), coupled with a strong understanding of using AI, Experiences (UX/CX, Portals, Workspaces) and Industry Solutions, to solve complex client challenges and advocate for customer needs within Service Now.

Key Responsibilities

Architecture

• Lead workshops with customers to assess current processes and establish future-state processes
• Design and deliver Service Now solutions with a technical architecture designed for long-term success and following Service Now technical standards and leading practices.
• Advise customers on how to take advantage of the Service Now Platform capabilities to improve their business processes.

Project Delivery

• Act as the primary technical and functional liaison for projects, representing the development team to customers and ensuring the highest quality of delivered solutions.
• Oversee technical delivery, ensuring alignment with client requirements and Service Now best practices for CSM and SOM implementations.
• Define and architect technical solutions at a detailed level, ensuring they align with clients' business needs and technological environments.
• Lead technical onboarding with clients, assessing existing processes and platform configurations to tailor solutions effectively.
• Perform hands on development on the Service Now platform leveraging all Service Now technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more.
• Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges.
• Mentor and guide developers and consultants on best practices in technical design, Service Now CRM Service or CRM Sales as well as on Key platform capabilities like AI, Experiences.
• Oversee technical delivery, ensuring alignment with client requirements and Service Now best practices for CRM Service / CRM Sales implementations.

Pre-Sales Support

• Partner with the pre-sales team to scope complex service engagements involving Service Now products and intricate integrations with client systems, with a focus on CSM and SOM.
• Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in CRM.

Product Collaboration

• Engage with Service Now product teams to provide feedback and insights on new features, capabilities, and best practices.
• Participate in go-to-market strategies for new service offerings, ensuring alignment with CRM and Industry trends and customer needs.

In order to be successful in this role, we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.

• A minimum of 8 years in consulting, configuration, and implementation of complex technologies, with at least 2 years focused on enterprise architecture and technical roadmaps

Customer Service Management Expertise: Proven track record in designing and implementing CSM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.

Industry: Telecoms, Media & Technology

Domains: Customer Service, Sales Order Management, Telco Services Operations Management

Leadership Skills: Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in Telecommunications, Media & Technology environments.

Technical Skills: Proficiency in creating architectural designs, solution presentations, and integration strategies, particularly within TSOM environments. Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies

Certifications: Must hold or be able to achieve within the first 90 days Service Now certifications for Customer Service Management and Sales Order Management Implementation Specialist, and Certified Technical Architect within the first year.

Required Certifications

Mandatory:

• Certified System Administrator (within 60 days)

• Certified Implementation Specialist – CSM, SOM & TSOM (within 90 days)

• Certified Technical Architect (within first year)

When not having Service Now experience, then similar certification and experience for example with Salesforce:

• Salesforce Certified Service Cloud Consultant

• Salesforce CTA

This role is ideal for a technical expert passionate about driving customer service transformation excellence through innovative Service Now solutions.

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 Service Now employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

Service Now 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

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 — Service Now 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.