The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.
Requirements
- At least 4 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
- Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
- Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI.
- Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
- Strong understanding and ability to consult on data compliance standards such as PII/PHI
- Experience creating recommendations that comprise of multiple complex solution components.
- Strong understanding of leading CRM tools and related systems.
Responsibilities
- Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. Customizations.
- Support the engagements efforts for Customer Service-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
- Advise customers on ways they can leverage the ServiceNow platform to transform their current processes.
- Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology
- Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation.
- Drafting and reviewing user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
- Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more.
Other
- Up to 50% travel annually, driven by customer needs and internal meetings
- Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Customer Service sponsors/stakeholders in solving business process and/or technical problems
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
- Ability to gain government clearances
- United States Citizenship is required
