ServiceNow Principal Consultant (CSM/FSM)

Job Description: As a ServiceNow Principal Consultant, you will serve as a senior leader on client engagements, responsible for guiding strategy, solution design, and delivery of ServiceNow solutions across Customer Service Management (CSM), Field Service Management (FSM), and Sales and Order Management (SOM).

This role blends consulting leadership, solution architecture, and hands-on technical execution. You will act as a trusted advisor to customers, deeply understanding their business operations and designing solutions that integrate seamlessly across customer service, field operations, order management, billing, and procurement ecosystems.

Work Location: U.S. Remote
Job Type: Full Time
Department: Consulting

Key Responsibilities:

• Lead end-to-end ServiceNow implementations across CSM, FSM, and SOM, including discovery, solution design, delivery, and continuous improvement
• Engage with executive and business stakeholders to understand customer needs, operating models, and strategic objectives, and serve as the primary point of contact throughout the engagement
• Translate complex business processes into scalable, best-practice solutions, providing architectural oversight and ensuring alignment with platform standards, governance, and long-term sustainability
• Design and guide integrations with external systems (e.g., CRM, ERP, contact centers), collaborating closely with technical teams to deliver cohesive, enterprise solutions
• Provide consulting leadership and technical guidance, including acting as a technical architect, mentoring team members, and coaching clients on best practices across customer service, field service, and order management
• Drive successful delivery by supporting project planning, risk management, and execution, while developing client-facing materials such as workshops, presentations, and documentation
• Identify opportunities to expand client value through innovation, additional solutions, and continuous improvement initiatives
• Maintain awareness of market trends and ServiceNow innovations, and apply insights to enhance client outcomes
• Occasional travel to U.S. onsite customer meetings

Qualifications:

• Legally authorized to work in the U.S. without sponsorship
• 8+ years of experience in enterprise consulting, with at least 5+ years focused on ServiceNow implementations
• Proven experience delivering CSM, SOM, and FSM solutions in complex, enterprise environments
• Strong understanding of customer service operations, field service processes, and digital workflows
• Demonstrated experience leading large-scale implementations and working with cross-functional teams
• Excellent communication, facilitation, and stakeholder management skills
• Ability to provide strategic recommendations around technical best practices and industry trends
• JavaScript and ServiceNow skills such as flow designer, workspaces, etc.

Preferred Skills:

• Experience leading ServiceNow implementations across multiple workflows (CSM, FSM, ITSM, etc.)
• Strong understanding of integration patterns (REST APIs, middleware, IntegrationHub)
• Experience with service operations, scheduling/dispatch, and mobile workforce enablement
• Familiarity with Agile delivery methodologies
• ServiceNow certifications such as CSA, CIS-CSM, CIS-FSM
• Pre-sales or solutioning experience, including scoping and proposal development
• Strong group facilitation skills
• Presales / technical sales experience

Why Join Us:

Our goal is to build a sustainable organization with lasting customer and employee relationships. Our PACT is mutual success. We think we are building something special where we all succeed together.

At Workpact you will find:

• A collaborative culture where you can grow your career.
• Paid training, mentorship, and certification support.
• Competitive benefits and a people‑first mindset.

Workpact offers competitive benefits including paid training. The annual base salary for this role is $175,000 - $200,000 (USD). This role will also be eligible to participate in the Workpact bonus program.