Sr. Advisory Solution Consultant - CRM (Energy & Utilities)

Company Description

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.

Job Description

What You’ll Do

As a Advisory Solution Consultant specializing in the Energy & Utilities (E&U) industry, you will act as a trusted technical advisor to prospective and current customers. You’ll lead the technical sales strategy for ServiceNow's CRM product portfolio (CSM, FSM, SOM), demonstrating how our Customer & Industry Workflows enable transformation across both B2B and B2C utility operations—from grid modernization and asset maintenance to customer support and service orchestration.

You will work closely with account teams and customers to:

• Craft tailored demos and solution narratives that resonate with utilities managing generation, transmission, and distribution across electric, gas, and water operations.
• Understand use cases such as field force dispatch, metering & service order workflows, customer self-service, and regulated SLA commitments.
• Collaborate with AEs, Solution Sales, Product, and Implementation partners to deliver industry-aligned value messaging and product fit.
• Conduct workshops, discovery sessions, and executive briefings with customer personas ranging from field ops leaders and CX executives to IT and digital transformation officers.

Key Responsibilities

• Partner with AEs to build pipeline, qualify opportunities, and execute presales motions across regulated E&U accounts.
• Create and present tailored CRM product demonstrations, both scripted and ad-hoc, using customer-relevant scenarios.
• Lead discovery engagements to uncover operational inefficiencies across call centers, mobile field operations, and customer service departments.
• Align CRM use cases to utility industry trends: energy transition, workforce transformation, regulatory compliance, grid reliability, DER integration, and customer experience modernization.
• Articulate value propositions around ServiceNow’s single platform approach, data model, and AI/automation capabilities.
• Contribute industry insights and thought leadership to deal strategy, RFPs, and executive presentations.

Qualifications

What You Bring

• 7+ years in presales, solution consulting, or technical sales roles within enterprise software
• Experience with CRM, FSM, or CX platforms (e.g., Salesforce, Oracle, SAP, Microsoft, ServiceNow, IFS)
• Deep understanding of the Energy & Utilities sector, including operational workflows and business models (e.g., field services, outage management, asset maintenance, T&D operations, call center modernization)
• Proven ability to influence technical decisions and win strategic deals by articulating business value
• Confidence in facilitating discovery workshops, whiteboarding, and technical storytelling
• Experience navigating large matrixed utility orgs and working cross-functionally with AE, SE, and delivery partners

Preferred Qualifications

• Hands-on experience with ServiceNow’s CSM, FSM, or SOM applications
• Familiarity with utility-specific use cases: customer outage reporting, field work dispatch, B2B service portals, metering disputes, SOM/CPQ integrations with CIS/OMS systems
• Industry certifications or exposure to frameworks like ITIL, SAFe, FERC/NERC, ISO55000
• Experience presenting to VP and C-level audiences (Operations, Customer Service, CIO, Field Services)
• Ability to explain both business and technical topics clearly to a wide range of stakeholders
• Bachelor’s degree or equivalent experience

Other Details

• Remote-first role with ability to support customers across all U.S. regions
• Some travel (up to 30%) required for client meetings, workshops, and industry events
• You will be aligned to a specialist solution consulting team focused on CIWF with heavy collaboration across product and industry teams

About ServiceNow’s CRM Platform

ServiceNow Customer & Industry Workflows redefines CRM for regulated industries by combining case management, field service, contract & order orchestration, and AI/automation into a unified experience across all