Senior Product Specialist, Engage Central

🔥 6 hours ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟠 Senior

🪄 Product Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Support ServiceNow partners in adopting and succeeding with Engage Central • Serve as product and technical expert during partner sales cycles • Lead discovery sessions and map partner needs to Engage Central capabilities • Deliver tailored product demonstrations and proof-of-value sessions • Answer product feature, technical, security, and access questions • Build and maintain reusable sales assets and share best practices • Track partner pipeline and adoption status; report progress and forecasts to the Engage Central Product Director • Own onboarding for a portfolio of partners from kickoff and access provisioning through first engagement • Build partner success plans with adoption milestones and business outcomes • Deliver enablement and training and maintain onboarding guides, playbooks, and knowledge articles • Monitor usage and adoption, identify at-risk partners, and run targeted adoption plays • Capture partner success stories and use cases • Coordinate transition from sales to onboarding to steady state • Act as first point of contact for access, navigation, configuration, and how-to issues • Triage, troubleshoot, resolve, and escalate L1 issues within agreed service levels • Track issues through resolution and keep partners informed • Convert recurring issues into knowledge articles, FAQs, and self-service content • Help define and improve the support model, intake process, and service levels • Synthesize partner insight into prioritized product-roadmap input • Participate in pilots, release reviews, and user acceptance testing • Report adoption trends, support themes, and partner sentiment to leadership • Identify product usability improvements from partner and customer feedback

🎯 Requirements

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving • Experience supporting a new product launch or early-stage go-to-market motion • Familiarity with support operations, including knowledge management and service levels; ITIL is a plus • Experience in professional services delivery or consulting environments • Knowledge of the ServiceNow partner ecosystem and partner delivery models • ServiceNow SPM certifications are nice to have • ServiceNow Certified System Administrator certification • Comfort working independently in a new, fast-changing role and building processes from the ground up • Excellent written and verbal communication skills, with ability to translate technical concepts for business audiences • Experience collaborating with partners, professional services, product management, and sales teams • Strong troubleshooting and problem-solving skills; comfort triaging issues and partnering with engineering • Track record driving onboarding, adoption, and value realization across a portfolio of customers or partners • Ability to run discovery and deliver compelling product demonstrations to technical and business audiences • Proficiency with the ServiceNow platform or technical expertise with cloud software solutions • 7+ years of related experience in solution consulting, pre-sales, customer success, or technical account management, ideally including customer or partner support • Ability to work in the United States, specifically Texas, as indicated by the job location

🏖️ Benefits

• Flexible or remote work persona • Less than 20% travel, as necessary • Accessible and inclusive application experience • Reasonable accommodation support

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