ServiceNow Product Consultant _ CRM

Role Description

Lead short-term ServiceNow consulting and advisory assignment in the customer environment to:

• Design an approach and roadmap for transforming Customer Service Management using the ServiceNow CRM product suite.
• Assess current Customer Service Management product implementation and setup to recommend gaps, improvement areas, best practices, and continual transformation.
• Design an approach and roadmap for transforming Financial Service Operations (Customer service/front, Middle and Back-office Operations) processes using ServiceNow Industry products.
• Assess current ServiceNow Financial Service Operations (Customer service/front, Middle and Back-office Operations) implementation and setup to recommend gaps, improvement areas, best practices, and continual transformation.

As a solution consultant and architect, work as the lead Solution Architect for new product implementation in the ServiceNow Customer Relationship Management suite of products (including CSM, FSO, FSM, etc.). Solution Consultant Responsibilities

• Support presales and solutioning efforts (crafting solution content and presenting to customers) for RFPs, proactive opportunities, as an expert in ServiceNow Financial Service Operations (Customer service/front, Middle and Back-office Operations).
• Develop a comprehensive thought leadership strategy with ServiceNow at the core and aligned with business objectives and industry trends. Other Responsibilities
• Stay current on competitive analysis and market differentiation.
• Conduct research to identify topics that resonate with customers and develop solutions.
• Create solution collaterals and collaborate with delivery teams to create case studies.
• Contribute to offering maturation and new offering ideas.
• Leverage BFSI business case expertise to articulate ways in which the Now platform will drive competitive advantage for their business.
• Represent TCS in partner events. Pre-requisites
• 10+ years of experience in Solution consulting/advisory & Architecture and at least 5+ years of ServiceNow Product experience.
• Extensive experience with the ServiceNow platform, including design, architect, and implementation of ServiceNow CSM and FSO solutions.
• Strong background in solution architecture and technical design, with a focus on Customer Relationship Management suite of products (CSM, FSO, FSM).
• Strong understanding of technology and Service Management knowledge and the ability to translate business requirements into technical solutions.
• Prior experience working on any one of the CRM, FSO products/platforms (e.g. Salesforce, MS Dynamics, Pega, Appian, ServiceMax, etc.).
• Ability to connect seamlessly with functional and technical customer SMEs.
• Balanced knowledge of technology and domain.
• Candidates with relevant ServiceNow certifications and credentials will be preferred.
• Working with Business Analysts on technical stories, ensuring timely delivery during Sprint cycles. Soft Skills
• Technologist at heart and quick learner.
• Ability to work as an Individual Contributor as well as leader, navigate through matrix environments and ambiguous situations.
• Excellent communication skills, both written and verbal, ability to work effectively in virtual teams across multiple locations.
• Self-starter, good interpersonal skills, ability to lead customer meetings and build customer confidence. Open to travel.
• Self-starter, Team Player, and motivated. Preference
• Associates with Banking, Financial Services, and/Insurance Background.
• Strong experience with ServiceNow non-IT product portfolio.
• Experience in Service Catalog rationalization catalog Items with workflows, business rules, UI Pages, UI actions.
• Experience working in Agile environments using Scrum methodology.