Sr. Technical Consultant -CRM

About the Role 

We are looking for a Technical Consultant (TC) to join the NowNext CRM Execution Team. As a hands-on technical expert you will design configure and deliver CRM and Industry Workflow solutions on the ServiceNow Now Platform helping our lighthouse customers transform how they sell fulfill and service. 

Because NowNext CRM is a new category we welcome consultants with experience in Salesforce Pega Microsoft Dynamics or Oracle CX who are eager to apply their skills and ramp up on ServiceNow. You will partner with Technical Project Managers Business Process Consultants and Solution Architects to translate requirements into scalable outcome-driven solutions. 

Key Responsibilities 

• Technical Design & Delivery 

• Translate business requirements into technical designs and working configurations. 

• Configure and implement workflows across lead-to-cash CPQ/CLM order management customer service field service and AI agent use cases. 

• Perform hands-on development with Flow Designer Business Rules REST APIs JavaScript HTML/CSS and integration technologies. 

• Build and support integrations to external systems (Salesforce Pega Dynamics SAP Oracle). 

• Customer Engagement & Advisory 

• Act as a trusted advisor on configuration vs. customization ensuring platform best practices. 

• Lead or co-lead customer design workshops knowledge transfers and proof of concepts. 

• Provide guidance and mentorship to customer admins and partner developers. 

• Collaboration & Delivery Excellence 

• Work closely with cross-functional teams (Project Managers Process Consultants Architects) to ensure end-to-end solution quality. 

• Draft and review user stories acceptance criteria testing strategies and technical documentation. 

• Oversee or support partner/offshore development resources as needed. 

• Contribute to delivery playbooks accelerators and continuous improvement practices. 

• Outcome Focus & Innovation 

• Support AI-first delivery configuring Agentic AI use cases such as automated case resolution guided selling and contract intelligence. 

• Ensure technical solutions align with measurable customer outcomes (faster cycle times higher automation improved CSAT). 

• Support sales/pre-sales efforts with technical expertise when required. 

Qualifications :

To be successful in this role you have:

Required 

• 5 years of configuration/development experience with complex SaaS/CRM platforms. 

• Expertise in at least one major CRM/workflow platform: 

• Salesforce Sales/Service/CPQ (Apex Flows Lightning) 

• Pega CRM/Case Management (Case Designer Decisioning App Studio) 

• ServiceNow workflows (Flow Designer Script Includes IntegrationHub UI Policies) 

• Microsoft Dynamics 365 Oracle CX or SAP CX (valued as complementary). 

• Strong understanding of CRM business processes: lead-to-cash service management CPQ/CLM field service. 

• Experience with integration technologies (REST/SOAP JSON SSO LDAP ETL middleware). 

• Demonstrated ability to influence and consult with stakeholders offering solution options with pros/cons. 

• Excellent communication and collaboration skills; ability to work with diverse global teams. 

• Certification Requirements 

• ServiceNow Certified System Administrator (CSA) required within 6090 days of hire if not already certified. 

• At least one Certified Implementation Specialist (CIS) certification in CSM FSM or SOM required within the first 612 months of hire depending on project alignment. 

• Continued professional growth through additional ServiceNow certifications (e.g. App Dev CPQ/CLM once available) encouraged and supported. 

• Preferred 

• ServiceNow certifications: CSA (required or within 60 days) CIS-CSM CIS-FSM CIS-Sales App Developer. 

• Salesforce certifications (Admin Service/Sales Cloud CPQ Specialist) or Pega certifications (CSA CSSA). 

• Familiarity with NowCreate methodology and Agile delivery practices (Scrum/SAFe). 

• Experience with AI/GenAI solutions (chatbots NLP AI agent orchestration). 

• Industry expertise in telecom financial services insurance or public sector (lighthouse verticals). 

• Level Differentiation 

  Senior Technical Consultant 

• Configures and delivers technical solutions within assigned scope (flows integrations CPQ/CLM modules AI agents). 

• Partners with Business Process Consultants to ensure technical alignment with business requirements. 

• Focuses on unit testing defect resolution and delivering high-quality well-documented configurations. 

• Typically 37 years of hands-on SaaS/CRM technical delivery (ServiceNow Salesforce Pega or similar). 

• Holds foundational certifications (ServiceNow CSA Salesforce Admin/Platform Dev Pega CSA) and is building depth across integrations and advanced modules. 

• Principal Technical Consultant 

• Serves as the technical authority on engagements guiding solution design integrations and platform best practices. 

• Advises customers on configuration vs. customization and ensures long-term scalability and adoption of NowNext CRM solutions. 

• Oversees multiple Senior Consultants and partner resources driving solution quality across workstreams. 

• Typically 812 years of enterprise SaaS/CRM technical delivery experience with deep expertise across multiple platforms (ServiceNow Salesforce Pega). 

• Holds advanced certifications (ServiceNow CIS-CSM/FSM/Sales App Dev; Salesforce CPQ Specialist/Dev; Pega CSSA) and contributes to reusable assets and accelerators. 

• Success in this Role Looks Like 

• You deliver high-quality technical solutions on time aligned to scope and best practices. 

• You drive measurable business outcomes such as: 

• Reduced lead-to-cash cycle time. 

• Increased % of requests resolved by AI agents. 

• Improved service metrics (CSAT FCR MTTR field first-time-fix). 

• You act as a trusted advisor to customers and partners guiding them to adopt ServiceNow best practices. 

• You collaborate seamlessly with project teams and mentor customer/partner technical staff. 

• Why Join Us 

  As part of the NowNext CRM Execution Team youll be at the forefront of reshaping CRM with AI-powered workflows. Youll apply your Salesforce Pega or ServiceNow expertise to build innovative outcome-driven solutions that redefine how enterprises manage customer engagement. This is a chance to make a direct impact on lighthouse customer success and help establish the future of the CRM category. 

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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

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 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. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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