Principal Workflow Architect - CRM & Industry Workflows

The Principal Workflow Architect for CRM & Industry Workflows is 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) solutions. This role focuses on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency.

Requirements

• 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 solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices
• Leadership Skills: Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in Telecommunications, Media & Technology environments
• Technical Skills: Proficiency in creating architectural designs, solution presentations, and integration strategies, particularly within TSOM environments

Benefits

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