• Work with the Product Manager to define and communicate the long-term product vision and strategy for Service Delivery technology. • Communicate product vision, roadmap, and progress to both technical and non-technical stakeholders. • Collaborate with a wide range of stakeholders, including engineering, project management, field teams, and executive leadership. • Drive the overall architectural design of systems, ensuring long term scalability, security, and performance of architecture and integrations. • Translate business needs into detailed technical requirements and specifications. • Work closely with engineering, design, and quality assurance teams to ensure successful product development, delivery, and launch. • Evaluate and manage third-party vendors and technology solutions for novel solutions. • Oversee product releases, ensuring smooth deployments and effective communication to stakeholders. • Define and track key performance indicators (KPIs) to measure product success. • Run discovery sessions with internal and external customers to define use cases and needs. • Ensure the creation and maintenance of comprehensive technical documentation and customer-facing deliverables. • Stay up-to-date with the latest technology trends (especially AI) in project management and related areas.

• Partner with Product Line Leaders and Upstream Product Managers to ensure alignment with overall portfolio strategy and long‑term product vision • Stay current on emerging cardiac safety technologies, industry standards, regulatory expectations, and competitive landscape • Build and maintain a multi‑year roadmap that encompasses releases, initiatives, and epics tied to overall launch plans • Collaborate closely with engineering teams to define architecture, user experience, and innovative capabilities across Cardiac Safety components • Lead business architecture for assigned components, including user flows and data workflows, ensuring cohesion with the broader cardiac safety platform architecture • Validate concepts, themes, and MVP definitions through research and ongoing interaction with internal and external users • Translate customer needs and product direction into clear, actionable requirements supported by evidence and domain expertise • Balance technical debt, architectural considerations, and new feature development to ensure sustainable product growth • Participate in retrospectives to support continuous improvement in product and engineering processes • Transfer business architecture and use‑case knowledge to Product Owners and cross‑functional teams • Act as a subject matter expert to support internal teams, customer engagements, and cross‑functional education • Contribute to the development of documentation, user materials, and internal knowledge bases • Lead cross‑functional release activities and support commercial launch readiness • May manage individual contributors and lead through influence across global teams

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 Team The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment. The Role The Sr. Technical Consultant, CRM and Industry Workflow – Field Services Management is a technical expert as of a customer engagement team – consulting with customers and configuring the ServiceNow CRM and Industry Workflow products based on configuration best practices – all with the goal of accelerating and driving customer business outcomes. What you get to do in this role: - Educate others about the ServiceNow platform by creating white papers and other materials that can be shared with our ServiceNow community. - Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. Customizations. - Support the engagements efforts for Field Service-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders - Advise customers on ways they can leverage the ServiceNow platform to transform their current processes. - Lead customer design workshops focused on ServiceNow Platform and CRM and Industry Workflow Solution technology focusing on Field Service Mangement. - Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation. - Drafting and reviewing user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them - Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagement - Perform the role as a technical development lead and be responsible process the development process for partner resources (onshore and offshore) and other peers. - Work with other members of your ServiceNow team to provide a great experience for our customers. - Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more. - Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers - Prepare all customer-facing deliverables focused on the technology and responsible for quality of configured/developed solution - Juggle multiple and complex projects/initiatives - Leading continuous improvement practices for delivery/engagement materials - Supporting specific sales activities when required - Providing training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request - Collaborate with team members - Up to 50% travel annually, driven by customer needs and internal meetings Qualifications In order to be successful in this role, we need someone who has: - At least 4 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals - Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Field Service sponsors/stakeholders in solving business process and/or technical problems - Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies - Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI. - Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued. - Strong understanding and ability to consult on data compliance standards such as PII/PHI - Experience creating recommendations that comprise of multiple complex solution components. - Experience and knowledge of Field Service including: work order management, assignment considerations, territory management, maintenance plans, asset management, part/crews/time management and common systems of integration. - Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity - Ability to gain and maintain certifications - Ability to adapt and learn new features and capabilities - Proven team player and team builder Certification Requirements: Required ServiceNow Certifications or achieved within first 90 days: - Certified System Administrator (required or must achieve within the first 60 days) - Certified Implementation Specialist – Field Service Management - Certified Implementation Specialist – Customer Service Management - Certified Application Developer Desired ServiceNow Certifications: - Certified Technical Architect (required or must achieve in first year) - Certified ITSM, ITOM 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 law. In 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 [email protected] 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. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. - Employee Type: Regular - Region: AMS - North America and Canada - Work Persona: Remote

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Technical Systems Integrations Specialist facilitates customer technical integrations and services for all ExploreLearning | Learning A to Z products to ensure successful implementation and usage. This role serves as a primary contact for customer technical integrations while working with other ExploreLearning | Learning A to Z personnel to identify, escalate and resolve issues during the implementation phase and modify existing integrations as needed. - Provides effective and accurate technical integrations onboarding, guidance and support for customers of web-based educational solutions via phone calls, emails and desktop sharing in a timely and professional manner - Collaborate with internal stakeholders (CS, PD, OM, Sales, & Engineering) to identify bugs and system issues; QA solutions; provide feedback to improve system performance - Identifies, develops and maintains standard responses for often-encountered technical integrations issues and documentation gaps - Maintains a working knowledge of ExploreLearning | Learning A to Z products and associated platforms and integrations system requirements - Tracks, documents, and reports customer issues and resolution activities - Supports special projects and other duties as assigned by the Senior Manager of Customer Support and Integrations and the Senior Manager of Technical Integrations - Supports TSI Success Agents with delivering ongoing higher-level customer and technical integrations support to troubleshoot rostering issues and concerns as needed - Other duties as assigned Qualifications - 1+ years of experience with web application support in a technical helpdesk or customer support environment - Excellent problem-solving, analytical and technical skills - Excellent written, oral communication and listening skills - Experience with Clever, ClassLink, and OneRoster preferred - Strong working knowledge of Microsoft Office Suite, the Internet, and common web-based browsers and applications, including both desktop/laptop and tablet-based systems; and ability to quickly learn, master and describe new technology - Ability to work well within a team and with a variety of individuals - Good organizational and time management skills, with attention to accuracy and detail - Ability to make autonomous judgments and proactively problem solve - Associate or Bachelor’s degree Benefits - Remote First Work Environment: Flexibility and trust to balance work with life - Reimbursement to help cover the cost of setting up your home or remote office Company Description When you join ExploreLearning | Learning A-Z, you become part of a mission to ignite curiosity, deepen comprehension, and foster a lifelong joy of learning in students everywhere. As a trusted leader in educational technology, we serve over 15 million students and educators across 150+ countries with innovative, research-backed instructional solutions that truly make a difference.