Senior Product Specialist

Quick Facts

• Role: Senior Product Specialist (Engage Central)

Description

You will help ServiceNow partners adopt and succeed with Engage Central by combining solution consulting, onboarding/adoption, and first-line (L1) support as a single point of contact. The role blends solution consulting, customer success, and L1 issue resolution to position and demonstrate Engage Central, guide partners to productive use, and resolve issues as they arise. You will also collect partner insights to improve the product roadmap and the support model.

Responsibilities

Partner Sales & Solution Consulting

• Act as Engage Central product and technical expert during partner sales cycles

• Lead discovery sessions and map partner delivery practices, challenges, and goals 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 (demo scripts, pitch decks, FAQs, objection handling)

• Track partner pipeline and adoption status; report progress and forecast to leadership

Partner Onboarding & Adoption

• Own onboarding for a portfolio of partners—from kickoff and access provisioning through first engagement delivered on Engage Central

• Build success plans with adoption milestones and business outcomes

• Deliver enablement and training; maintain onboarding guides, playbooks, and knowledge articles

• Monitor usage and adoption; identify at-risk partners early and run targeted plays

• Capture partner success stories and use cases demonstrating measurable value

• Coordinate with delivery, partner managers, and the product team to ensure a seamless transition from sales to onboarding to steady state

L1 Support & Issue Resolution

• Serve as first point of contact for partner questions and L1 issues (access, navigation, configuration, and how-to requests)

• Triage, troubleshoot, and resolve L1 issues within agreed service levels

• Escalate complex issues to product and engineering with clear reproduction steps and business impact

• 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 as the program scales

Product Feedback & Continuous Improvement

• Synthesize partner insight into prioritized input for the product roadmap

• Participate in pilots, release reviews, and user acceptance testing

• Report adoption trends, support themes, and partner sentiment

• Identify opportunities to improve product usability based on partner/customer feedback

Requirements

• Experience integrating AI into work processes, decision-making, or problem-solving (e.g., AI-powered tools, automated workflows, analyzing AI-driven insights)

• Experience supporting a new product launch or early-stage go-to-market motion

• Familiarity with support operations, including knowledge management and service levels (ITIL preferred)

• Experience in professional services delivery or consulting environments

• Knowledge of the ServiceNow partner ecosystem and partner delivery models

• 7+ years of related experience in solution consulting, pre-sales, customer success, or technical account management (ideally including customer/partner support)

• Comfort working independently in a new, fast-changing role and building processes from the ground up

• Excellent written and verbal communication skills; ability to translate technical concepts for business audiences

• Collaborative working style with partners, professional services, product management, and sales teams

• Strong troubleshooting and problem-solving skills, including triaging issues and partnering with engineering to resolve them

• Track record driving onboarding, adoption, and value realization across a portfolio

• Proven 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

Nice to have

• ServiceNow SPM certifications

• ServiceNow Certified System Administrator certification

• Travel, as necessary (less than 20%)