Sr. Technical Consultant -CRM

About the Role

We are looking for a Technical Consultant (TC) to join the NowNext CRM Execution Team. As a hands-on technical expert, you will design, configure, and deliver CRM and Industry Workflow solutions on the ServiceNow Now Platform, helping our lighthouse customers transform how they sell, fulfill, and service.

Because NowNext CRM is a new category, we welcome consultants with experience in Salesforce, Pega, Microsoft Dynamics, or Oracle CX who are eager to apply their skills and ramp up on ServiceNow. You will partner with Technical Project Managers, Business Process Consultants, and Solution Architects to translate requirements into scalable, outcome-driven solutions.

Key Responsibilities

• Technical Design & Delivery

• Translate business requirements into technical designs and working configurations.

• Configure and implement workflows across lead-to-cash, CPQ/CLM, order management, customer service, field service, and AI agent use cases.

• Perform hands-on development with Flow Designer, Business Rules, REST APIs, JavaScript, HTML/CSS, and integration technologies.

• Build and support integrations to external systems (Salesforce, Pega, Dynamics, SAP, Oracle).

• Customer Engagement & Advisory

• Act as a trusted advisor on configuration vs. customization, ensuring platform best practices.

• Lead or co-lead customer design workshops, knowledge transfers, and proof of concepts.

• Provide guidance and mentorship to customer admins and partner developers.

• Collaboration & Delivery Excellence

• Work closely with cross-functional teams (Project Managers, Process Consultants, Architects) to ensure end-to-end solution quality.

• Draft and review user stories, acceptance criteria, testing strategies, and technical documentation.

• Oversee or support partner/offshore development resources as needed.

• Contribute to delivery playbooks, accelerators, and continuous improvement practices.

• Outcome Focus & Innovation

• Support AI-first delivery, configuring Agentic AI use cases such as automated case resolution, guided selling, and contract intelligence.

• Ensure technical solutions align with measurable customer outcomes (faster cycle times, higher automation, improved CSAT).

• Support sales/pre-sales efforts with technical expertise when required.

To be successful in this role you have:

Required

• 5+ years of configuration/development experience with complex SaaS/CRM platforms.

• Expertise in at least one major CRM/workflow platform:

• Salesforce Sales/Service/CPQ (Apex, Flows, Lightning)

• Pega CRM/Case Management (Case Designer, Decisioning, App Studio)

• ServiceNow workflows (Flow Designer, Script Includes, IntegrationHub, UI Policies)

• Microsoft Dynamics 365, Oracle CX, or SAP CX (valued as complementary).

• Strong understanding of CRM business processes: lead-to-cash, service management, CPQ/CLM, field service.

• Experience with integration technologies (REST/SOAP, JSON, SSO, LDAP, ETL, middleware).

• Demonstrated ability to influence and consult with stakeholders, offering solution options with pros/cons.

• Excellent communication and collaboration skills; ability to work with diverse global teams.

• Certification Requirements

• ServiceNow Certified System Administrator (CSA) – required within 60–90 days of hire if not already certified.

• At least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or SOM – required within the first 6–12 months of hire, depending on project alignment.

• Continued professional growth through additional ServiceNow certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported.

• Preferred

• ServiceNow certifications: CSA (required or within 60 days), CIS-CSM, CIS-FSM, CIS-Sales, App Developer.

• Salesforce certifications (Admin, Service/Sales Cloud, CPQ Specialist) or Pega certifications (CSA, CSSA).

• Familiarity with NowCreate methodology and Agile delivery practices (Scrum/SAFe).

• Experience with AI/GenAI solutions (chatbots, NLP, AI agent orchestration).

• Industry expertise in telecom, financial services, insurance, or public sector (lighthouse verticals).

• Level Differentiation

  Senior Technical Consultant

• Configures and delivers technical solutions within assigned scope (flows, integrations, CPQ/CLM modules, AI agents).

• Partners with Business Process Consultants to ensure technical alignment with business requirements.

• Focuses on unit testing, defect resolution, and delivering high-quality, well-documented configurations.

• Typically 3–7 years of hands-on SaaS/CRM technical delivery (ServiceNow, Salesforce, Pega, or similar).

• Holds foundational certifications (ServiceNow CSA, Salesforce Admin/Platform Dev, Pega CSA) and is building depth across integrations and advanced modules.

• Principal Technical Consultant

• Serves as the technical authority on engagements, guiding solution design, integrations, and platform best practices.

• Advises customers on configuration vs. customization and ensures long-term scalability and adoption of NowNext CRM solutions.

• Oversees multiple Senior Consultants and partner resources, driving solution quality across workstreams.

• Typically 8–12+ years of enterprise SaaS/CRM technical delivery experience with deep expertise across multiple platforms (ServiceNow, Salesforce, Pega).

• Holds advanced certifications (ServiceNow CIS-CSM/FSM/Sales, App Dev; Salesforce CPQ Specialist/Dev; Pega CSSA) and contributes to reusable assets and accelerators.

• Success in this Role Looks Like

• You deliver high-quality technical solutions on time, aligned to scope and best practices.

• You drive measurable business outcomes, such as:

• Reduced lead-to-cash cycle time.

• Increased % of requests resolved by AI agents.

• Improved service metrics (CSAT, FCR, MTTR, field first-time-fix).

• You act as a trusted advisor to customers and partners, guiding them to adopt ServiceNow best practices.

• You collaborate seamlessly with project teams and mentor customer/partner technical staff.

• Why Join Us?

  As part of the NowNext CRM Execution Team, you’ll be at the forefront of reshaping CRM with AI-powered workflows. You’ll apply your Salesforce, Pega, or ServiceNow expertise to build innovative, outcome-driven solutions that redefine how enterprises manage customer engagement. This is a chance to make a direct impact on lighthouse customer success and help establish the future of the CRM category.

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 ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

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

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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 — ServiceNow 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.