Senior Product Specialist, Engage Central

About the role

This role exists to help ServiceNow partners adopt and succeed with Engage Central by combining solution consulting, onboarding and adoption, and first-line support in a single point of contact.

In this role, you will be a key member of the Customer Excellence Group (CEG), reporting to the Engage Central Product Director and supporting the sales, onboarding, and adoption of Engage Central with ServiceNow partners. Engage Central is ServiceNow's unified engagement platform that gives Expert Services and partner consultants a common, AI-native way to deliver accelerated implementations from discovery through go-live.

This is a new, hybrid role that blends three disciplines: solution consulting, customer success, and first-line (L1) support. You will position and demonstrate Engage Central to partners, guide them through onboarding to productive use, and serve as their first point of contact when issues arise. You will work closely with Partner Managers, Partner Sales, Solution Consulting, CEG delivery, and the Engage Central product team. You will help build the motion, scale it to business-as-usual, and feed partner insight directly into the product roadmap.

What you get to do in this role

Partner Sales & Solution Consulting

• Serve as the product and technical expert for Engage Central in partner sales cycles, working with Partner Managers, Partner Sales, and Solution Consultants to craft the value proposition for each partner
• Lead discovery sessions to understand partner delivery practices, challenges, and goals, and map them to Engage Central capabilities
• Deliver tailored product demonstrations and proof-of-value sessions that show how Engage Central accelerates partner delivery
• Answer product feature, technical, security, and access questions from partners and ServiceNow colleagues
• Build and maintain reusable sales assets - demo scripts, pitch decks, FAQs, and objection handling - and share best practices across the team
• Track partner pipeline and adoption status, and report progress and forecast to the Engage Central Product Director

Partner Onboarding & Adoption

• Own onboarding for a portfolio of partners, from kickoff and access provisioning through the first engagement delivered on Engage Central
• Build a success plan with each partner that sets clear adoption milestones and business outcomes
• Deliver enablement and training for partner leaders and consultants, and maintain onboarding guides, playbooks, and knowledge articles
• Monitor usage and adoption, identify at-risk partners early, and run targeted plays to drive deeper, sustained usage
• Capture partner success stories and use cases that demonstrate measurable value
• Coordinate with CEG delivery, Partner Managers, and the product team to ensure a seamless transition from sales to onboarding to steady state

L1 Support & Issue Resolution

• Act as the first point of contact for partner questions and issues with Engage Central, including 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 along the way
• Assist in turning recurring issues into knowledge articles, FAQs, and self-service content that reduce future support volume
• Help define and improve the Engage Central support model, intake process, and service levels as the program scales

Product Feedback & Continuous Improvement

• Serve as the voice of the partner, synthesizing insight from sales, onboarding, and support into clear, prioritized input for the product roadmap
• Participate in pilots, release reviews, and user acceptance testing to validate new capabilities before broad partner rollout
• Report regularly to leadership on adoption trends, support themes, and partner sentiment
• Identify opportunities to improve product usability based on feedback from partner and customers

To be successful in this role you have

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Experience supporting a new product launch or early-stage go-to-market motion
• Familiarity with support operations, including knowledge management and service levels (ITIL a plus)
• Experience in professional services delivery or consulting environments
• Knowledge of the ServiceNow partner ecosystem and partner delivery models

Nice to have

• ServiceNow SPM certifications
• Travel, as necessary less than 20%
• 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 the ability to translate technical concepts for business audiences
• Experience working collaboratively with partners, professional services, product management, and sales teams
• Strong troubleshooting and problem-solving skills, with comfort triaging issues and partnering with engineering to resolve them
• A track record of driving onboarding, adoption, and value realization across a portfolio of customers or partners
• 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
• 7+ years of related experience in solution consulting, pre-sales, customer success, or technical account management, ideally including customer or partner support

Additional Information: Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.