Product Success Technical Director

KEY RESPONSIBILITIES:

• Own and maintain CoE standards, configuration policies, and naming conventions specific to the ServiceNow CRM platform.
• Maintain comprehensive documentation, including runbooks, configuration records, decision logs, and process guides, within the CoE knowledge repository.
• Monitor the ServiceNow release calendar (quarterly upgrades) and assess the impact of new CRM capabilities on existing configurations, flagging risks and opportunities.

Architecture & Solution Design:

• Participate in solution design reviews for new CSM, SOM, FSM and Industry Solution requirements, ensuring proposed configurations follow low-code-first principles and adhere to CoE architectural standards.
• Document integration patterns between ServiceNow CRM and adjacent systems such as ERP, CPQ, contact centre platforms, marketing automation, and identity management tools.
• Evaluate incoming product enhancement requests and classify them by complexity, risk, and alignment with the ServiceNow out-of-the-box (OOB) philosophy — advocating for configuration over customization wherever possible.

Training & Enablement:

• Design and deliver role-based training programs for ServiceNow CRM end users, covering agent workspaces in CSM, sales workflows in SOM, and dispatch and scheduling in FSM.
• Build and maintain a CoE enablement library including quick reference guides, walkthrough videos, knowledge articles, and feature release summaries — hosted within the ServiceNow knowledge base.
• Serve as a first-line subject matter expert and escalation resource for complex CRM platform questions from business users and operational teams.