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Senior Technical Consultant - Source-to-Pay (S2P), Staines-upon-Thames
Client: ServiceNow
Location: Staines-upon-Thames, United Kingdom
Job Category: Consulting
EU work permit required: Yes
Job Description:
The Senior Technical Consultant for Customer & Industry Workflows is responsible for guiding clients through the implementation of ServiceNow’s Customer Service Management (CSM), Source-to-Pay (S2P), and Financial Services Operations (FSO) solutions. This role focuses on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency. The successful candidate will possess deep expertise in field service management, coupled with a strong understanding of customer service workflows, to solve complex client challenges and advocate for customer needs within ServiceNow.
Key Responsibilities
Project Delivery
* Act as the primary technical 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 FSO 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.
* 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.
* 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.
Pre-Sales Support
* 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/S2P/FSO.
* Demonstrate thought leadership by contributing to webinars, white papers, and community groups, highlighting expertise in field service management.
Product Collaboration
* 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.
Qualifications
To be successful in this role, we need someone who has:
Experience:
* 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 Customer-oriented technologies, with at least 2 years focused on enterprise architecture and technical roadmaps.
Finance & Supply Chain Expertise: Proven track record in designing and implementing FSC/S2P/P2P/CPQ solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.
Industry: Telecommunications, Media & Technology
Domains: Customer Service, Source-to-Pay, Procure-to-Pay, Sales Order Management or Order to Cash.
Leadership Skills: Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in Financial Services Operations, Finance & Procurement contexts.
Technical Skills: Proficiency in creating architectural designs, solution presentations, and integration strategies, particularly within FSM environments. Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies.
Certifications: Must hold or be able to achieve within the first 90 days ServiceNow certifications for Customer Service Management and Field Service Management Implementation Specialist, and Certified Technical Architect within the first year.
Required Certifications
* Certified System Administrator
* Certified Implementation Specialist – CSM and FSM (within 90 days)
* Certified Technical Architect (within first year)
When not having ServiceNow experience, then similar certification and experience for example with Salesforce:
* Salesforce Service Cloud Consultant
* Salesforce CTA
* Salesforce Field Service Lightning
This role is ideal for a technical expert passionate about driving Financial Services Operations, Finance & Procurement transformation and customer service excellence through innovative ServiceNow solutions.
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 [emailprotected] 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.
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