Principal Technical Consultant - CRM & Industry Workflows

The Principal Technical Consultant for CRM & Industry Workflows is a senior technical responsible for guiding clients through the implementation of ServiceNow’s CRM Service: Customer Service Management (CSM) and Field Service Management (FSM) or CRM Sales: Sales and Order Management (SOM).

Requirements

• Fluency in German and English.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 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 and either FSM or SOM solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.
• Industry: Financial Services and/or Telecommunications
• Domains: Customer Service Management, Field Service Management and/or Sales Order Management
• Leadership Skills: Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in customer service contexts.
• Technical Skills: Proficiency in creating architectural designs, solution presentations, and integration strategies, particularly within CSM, FSM and/or SOM environments. Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Relocation Assistance