ServiceNow Technical Consultant
GeekSoft Consulting
- Location
- Bengaluru, Karnataka, India
- Job type
- Full-time
Required skills
- account management
- Agile
- business objectives
- business reviews
- change management
- operational metrics
- product improvements
- ROI analysis
- ServiceNow
About the role
GeekSoft Consulting
Website:
geeksoftconsulting.com
Job details:
- Help design, build and continuously improve the clients online platform.
- Research, suggest and implement new technology solutions following best practices/standards.
- Take responsibility for the resiliency and availability of different products.
- Be a productive member of the team.
Requirements
- 7+ years of experience in Customer Success, Consulting, or Strategic Account Management within enterprise technology environments.
- 5+ years of hands-on experience with the ServiceNow platform, preferably across multiple workflows and customer-facing roles.
- Highly experienced Senior Customer Success Manager (CSM) with strong expertise in the ServiceNow platform and a proven track record of delivering strategic value within complex enterprise environments.
- Ability to translate diverse business objectives into actionable platform maturity strategies, influence executive stakeholders, and guide customers through long-term digital transformation initiatives.
- The successful candidate will play a key role in driving customer satisfaction, retention, and platform adoption, while helping organizations maximize the value of their ServiceNow investment across multiple workflows.
- Act as the strategic advisor and primary point of contact for customers, supporting platform adoption, governance, and long-term value realization.
- Develop and execute multi-year Customer Success Plans aligned with customer business objectives, operational KPIs, and the ServiceNow product roadmap.
- Lead executive-level engagements such as Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), presenting insights, platform maturity assessments, ROI analysis, and strategic recommendations.
- Provide guidance on platform governance, including instance strategy, release management, data quality, workflow standardization, and architectural alignment.
- Drive cross-workflow adoption, supporting expansion into areas such as ITSM, HRSD, CSM, SPM, SecOps, IRM, Employee Center, and other ServiceNow capabilities.
- Monitor overall customer health by analyzing adoption metrics, usage trends, and operational KPIs to proactively identify risks and growth opportunities.
- Collaborate with Sales leadership to support renewal planning, account expansion, and multi-workflow growth strategies.
- Coordinate with Professional Services, Support, Product, and Architecture teams to ensure consistent and successful customer outcomes.
- Represent the voice of the customer internally, providing structured feedback on product improvements, feature gaps, and roadmap alignment.
- Support organizational change management initiatives, advising customers on communication strategies, training frameworks, and internal adoption practices.
- Stay up to date with ServiceNow platform releases, innovations, and industry best practices to guide customers in continuous improvement initiatives.
- Strong understanding of ServiceNow platform architecture, governance frameworks, workflow design, and operational best practices.
- Proven experience managing large enterprise accounts involving multi-department stakeholders and executive-level engagement.
- Strong analytical skills with the ability to interpret platform usage data, KPIs, and operational metrics to drive strategic decision-making.
- Excellent communication, facilitation, and executive presentation skills.
- Demonstrated ability to influence senior stakeholders and guide organizations through digital transformation initiatives.
- Experience working in Agile delivery environments.
- Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
- ServiceNow certifications such as CSA, ITSM, HRSD, CSM, SPM, or other workflow-specific CIS certifications are preferred.
Benefits
- A challenging, innovating environment.
- Opportunities for learning where needed.
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