Principal Consultant, Customer & Industry Workflow

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

The CIWF Principal Consultant specializes in implementing ServiceNow’s Customer and Industry Workflow solutions based on best practices all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving the most relevant customer challenges—providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer and partner Excellence, Training, and certification). 

As a Principal Consultant, you will bring architectural guidance, business acumen in the customer service industry (Customer Service, Call Center, Information Technology, Banking and Insurance Operations Process, etc.), and deep product expertise, innovation, and knowledge capital to our customers and partners. 

What will you be doing in this role?  

Project Delivery  

• Develop and maintain a comprehensive understanding of customer needs and industry trends to inform solution design. 
• Partner with business stakeholders and executives to understand short-term and long-term business goals and priorities  
• Proactively analyze current state and identify new options for improving ways of working to achieve/exceed business results. Is able to think big, but start small. Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems 
• Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.  
• Research technology partner or other vendor solutions in context of client requirements for integration. 
• Maintain and build proficient knowledge of the ServiceNow platform and products.  
• Assist the pre-sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systems/core banking platforms/core insurance platforms. 
• Evangelize ServiceNow Expert Services by contributing to whitepapers, webinars, community groups and partnerships.  

Product 

• Engage and collaborate closely with the ServiceNow product teams on new product service offerings and go to market activities. 
• Interface with the product team during new product implementations to gain best practices insights and give feedback on new features and capabilities to enhance the product. 

Leadership and Practice Development  

• Contribute to continual improvement of Delivery Services processes and the maturing of varied portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements. 
• Serve as a Senior member of the Customer and Industry Workflow Practice for Financial Services helping to define short-term and long-term goals.  

Qualifications

To be Successful in this role, you will need to have the following qualifications: 

• At least 8 years of consultation and/or configuration experience related to implementing complex, highly configurable technologies. Preferably ServiceNow Customer and Industry Workflow Solutions. (Salesforce, ServiceNow, or Pega) 
• Minimum of 5 years of experience developing enterprise architectures and technical roadmaps with integrations with Customer Facing Portals, Core Case Management Systems, Transactional Based Systems, Document Management Platforms, Data Warehouses, etc.  
• Strong Understanding of industry specific systems architecture, security, use cases, workflows, personas, industry standards, compliance and regulatory requirements (Ex. HIPPA, PHI, PII, KYC, AML, PCI DSS, Reg E, Reg Z, etc.) typically found in the financial services ecosystem.  
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.  
• Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design. 
• Strong capabilities in forging trust, engaging a remote or in-person au