[Hiring] Product Success Technical Director-CRM @ServiceNow

Role Description

The ServiceNow CRM Application Center of Excellence Specialist is a senior individual contributor responsible for the governance, design quality, and adoption of the ServiceNow CRM platform across customer deployments. ServiceNow CRM — encompassing Customer Service Management (CSM), Sales & Order Management (SOM), Field Service Management (FSM), and the industry solutions — is the organization's unified platform for delivering seamless, AI-powered experiences across the entire customer lifecycle.

In this role, you will champion governance standards, contribute to solution design, and drive enablement programs that build deep platform fluency across the business. Working closely with our Product Excellence architects, you will serve as an application subject matter expert (SME), working closely with stakeholders, technical teams, and the ServiceNow partner ecosystem to ensure the platform is deployed to its full potential.

Qualifications

• 10 years of hands-on experience administering or configuring ServiceNow, with direct exposure to Customer Service Management (CSM), Sales & Order Management (SOM), Field Service Management (FSM) and Industry Solutions.
• Working knowledge of core ServiceNow platform capabilities, including Flow Designer, Business Rules, UI Policies, Catalogue Items, and Reporting.
• Understanding of CRM business processes, including case management, customer lifecycle management, order-to-cash, field service dispatch workflows, and industry processes.
• Experience supporting or contributing to application governance activities such as change control, audit preparation, and configuration documentation.
• Strong written and verbal communication skills, with the ability to explain platform concepts clearly to non-technical stakeholders and business leaders.
• Demonstrated experience delivering platform training, user guides, or enablement content in an enterprise environment.

Requirements

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist — Customer Service Management (CIS-CSM).
• Familiarity with ServiceNow AI and automation capabilities, including Now Assist, AI Agents, and Agentic workflow design.
• Experience with ServiceNow integration patterns, including IntegrationHub, MID Server, REST/SOAP APIs, and third-party connectors.
• Exposure to Agile / SAFe delivery methodologies within a platform team or CoE environment.
• Knowledge of change management frameworks (e.g., Prosci/ADKAR) as applied to CRM platform rollouts.
• Familiarity with contact centre integration models (CCaaS) and how they connect to ServiceNow CSM for omnichannel service delivery.

Benefits

• A high-visibility, hands-on role at the centre of the organization's ServiceNow CRM transformation.
• Exposure to the full breadth of the ServiceNow CRM suite — CSM, SOM, FSM, Industry Solutions, AI Agents, and emerging capabilities — across real enterprise use cases.
• A collaborative, learning-first CoE culture that invests in platform certifications, training, and continuous development.
• Competitive compensation, flexible work arrangements, and a genuine commitment to career growth.
• A once-in-a-lifetime opportunity to join a dynamic, high-performing team of architects—hungry, humble, and relentlessly customer-focused—delivering exceptional outcomes together at pace.

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.