Principal Workflow Architect - CRM & Industry Workflows

Job Description The Principal Workflow Architect for CRM & Industry Workflows is a technical responsible for guiding clients through the implementation of ServiceNow’s Customer Service Management (CSM) and Sales Order Management (SOM) 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-facing workflows, including but not limited to: order-to-cash, procure-to-pay, and record-to-report processes. Additionally, the ideal candidate will have experience working with ServiceNow’s CSM and SOM modules, as well as other industry-specific solutions such as Salesforce.com, Microsoft Dynamics, and Oracle CRM. The Principal Workflow Architect for CRM & Industry Workflows will be responsible for developing and maintaining a deep understanding of client workflows, identifying areas for process improvement, and collaborating with clients to design and implement customized workflow solutions that meet their unique business needs. This role requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills.