Principal Technical Consultant

Bachelors in Computer Application (Computers)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

The Principal Technical Consultant for Customer & Industry Workflows is responsible for guiding clients through the implementation of ServiceNow's Customer Service Management (CSM) and Field Service Management (FSM) 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 field service management, coupled with a strong understanding of customer service workflows, to solve complex client challenges and advocate for customer needs within ServiceNow.

Key Responsibilities

Project Delivery

1. Act as the primary technical liaison for projects, representing the development team to customers and ensuring the highest quality of delivered solutions.
2. Oversee technical delivery, ensuring alignment with client requirements and ServiceNow best practices for CSM implementations.
3. Define and architect technical solutions at a detailed level, ensuring they align with clients' business needs and technological environments.
4. Lead technical onboarding with clients, assessing existing processes and platform configurations to tailor solutions effectively.
5. 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.
6. Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges.
7. Mentor and guide developers and consultants on best practices in technical design and field service management workflows.

Pre-Sales Support

1. Partner with the pre-sales team to scope complex service engagements involving ServiceNow products and intricate integrations with client systems, focusing on CSM.
2. Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field service management.

Product Collaboration

1. Engage with ServiceNow product teams to provide feedback and insights on new features, capabilities, and best practices.
2. Participate in go-to-market strategies for new service offerings, ensuring alignment with customer service management trends and customer needs.

Desired Candidate Profile

Qualifications

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

Experience:

1. 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.
2. 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: Public Sector, Telecommunications, Energy, Manufacturing

Domains: Customer Service, Sales Order Management, Field Service, Procure to Pay or Order to Cash.

Leadership Skills: Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in field service contexts.

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

Language: Fluent in both Arabic and English

Required Certifications

Mandatory:

• Certified System Administrator
• Certified Implementation Specialist CSM (within 90 days)
• Certified Technical Architect (within first year)

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

• Salesforce Service Cloud Consultant
• Salesforce Field Service Lightning

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

Company Industry: IT - Software Services

Department / Functional Area: IT Software

Keywords: Principal Technical Consultant