Job Description
What you get to do in this role:
The Technical Architect, Call Center is a technical expert of a customer engagement team – consulting with customers and configuring the ServiceNow Telecommunications Service Management products based on configuration best practices – all to accelerate and drive customer business outcomes.
- 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.
- Guide customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts.
- Draft and review user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
- Provide ad-hoc oversight/training for the customer's future system administrators throughout the engagement.
- Perform the role as a technical development lead and be responsible for the development process for partner resources (onshore and offshore) and other peers.
- Create and maintain architectural documents, process flows, database structures and other technical documentation.
- Work with other members of your ServiceNow team to provide a great experience for our customers.
- 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.
- Prepare all customer-facing deliverables focused on the technology and responsible for the quality of configured/developed solution.
- Juggle multiple and complex projects/initiatives.
- Promote continuous improvement practices for delivery/engagement materials.
- Support specific sales activities when required.
- Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request.
- Collaborate with team members.
- Up to 50% travel annually, driven by customer needs and internal meetings.
Qualifications:
To be successful in this role you have:
- At least 5 years of configuration/development experience for complex, highly-capable technologies – inclusive of integrations and portals.
- 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.
- Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies.
- Experience with telephony technologies, functionality and industry trends including call routing, skills, workforce management, integrations, and artificial intelligence.
- Strong understanding of leading CRM tools and related systems.
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.
- Ability to adapt to different situations.
- Proven team player and team builder.
- Ability to gain government clearances.
Certification Requirements:
Required ServiceNow Certifications or achieved within first 90 days:
- Certified System Administrator (required or must achieve within the first 60 days).
- Certified Implementation Specialist – Customer Service Management.
- Certified Application Developer.
Desired ServiceNow Certifications:
- Certified ITSM, ITOM, FSM.
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
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.
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.
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 ...@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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