Principal Workflow Architect - CRM & Industry Workflows

• Full-time
• Employee Type: Regular
• Region: EMEA - Europe, Middle East and Africa
• Work Persona: Flexible

ServiceNow is 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.

The Principal Workflow Architect for CRM & Industry Workflows is a technical responsible for guiding clients through the implementation of ServiceNow’s Customer Service Management (CSM) and Sales Order Management (SOM) solutions. This role focuses on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency.

Key Responsibilities

• Participate in workshops with customers to assess current processes and establish future-state processes
• Design and deliver ServiceNow solutions with a technical architecture designed for long-term success and following ServiceNow technical standards and leading practices.
• Advise customers on how to take advantage of the ServiceNow 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 ServiceNow 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.
• 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 and field service management workflows.
• Partner with the pre-sales team to scope complex service engagements involving ServiceNow 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 field service management.
• Engage with ServiceNow 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 field service management trends and customer needs.

To be successful in this role, we need someone who has:

• Experience: 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
• Field Service Management Expertise: Proven track record in designing and implementing SOM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.
• 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 field service contexts.
• Certifications: Must hold or be able to achieve within the first 90 days ServiceNow certifications for Customer Service Management and Sales Order Management Implementation Specialist, and Certified Technical Architect within the first year.

Required Certifications

• Certified System Administrator
• Certified Implementation Specialist – CSM, SOM, and TSOM (within 90 days)
• Certified Technical Architect (within the first year)

ServiceNow 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.