CRM Advisory Solution Consultant, Sao Paulo

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Role Overview

This is not a traditional presales role. As a CRM Advisory Solutions Consultant on the Federal team in Brazil, you will act as an embedded technical advisor and AI builder for our most strategically important public sector accounts. You partner with Account Executives and customer engineering teams to design, prototype, and deploy AI-native CRM solutions on the Now Platform—moving from discovery to working solution in live environments.

You are the person who closes the gap between what ServiceNow CRM can do and what the customer is ready to run in production. In the Federal segment, that means navigating government procurement cycles, LGPD data residency requirements, and legacy system integration—while delivering technical wins that stand on their own.

What You Will Do

Build & Deploy

• Design and build AI-native CRM workflows on the Now Platform—agentic automations, Now Assist configurations, RAG-based assistants, and API-driven integrations—going from whiteboard to working prototype within a single engagement cycle.

• Write and maintain integration scripts using JavaScript (Glide), REST/GraphQL APIs, and orchestration tooling; own the technical quality of what goes into production.

• Architect reusable assets—prompt templates, Flow Designer scaffolds, integration libraries, demo environments—that accelerate future Federal engagements across the team.

• Lead AI Evaluation (AI Eval) sessions with customers, connecting platform capabilities to measurable Federal workflow outcomes and building the evidence base for technical wins.

Advise & Win

• Lead discovery workshops and executive engagements to surface the business problems that matter most—translating Federal agency priorities into CRM solution strategy.

• Own the technical win strategy for complex Federal opportunities: POC delivery, architecture decisions, competitive positioning, and stakeholder alignment from analysts to CIOs.

• Deliver compelling demonstrations across Sales Automation, Revenue Operations, Customer Service, Omnichannel Engagement, and AI-powered workflows—grounded in real Federal use cases.

• Contribute technical depth to RFP responses: architecture diagrams, integration specifications, AI Eval results, and data residency compliance documentation.

• Partner with Product, Customer Success, and Professional Services to ensure what you promise in presales lands successfully in deployment.

Navigate Federal Complexity

• Apply deep understanding of Brazilian Federal procurement—budget cycles, LGPD and data sovereignty requirements, security frameworks—to design solutions that can actually be approved and deployed.

• Integrate with legacy government systems (SAP, Oracle, ERPs, custom APIs) common in Federal agencies; design for interoperability, not replacement.

• Build and maintain trust with technical and executive stakeholders across Federal institutions—operating as a long-term partner, not a one-time vendor.

Qualifications

Qualifications

Required

• 5+ years of Solutions Consulting, Sales Engineering, or Technical Consulting experience in enterprise SaaS—with a track record of owning technical wins, not just supporting them.

• Hands-on ability to build and deploy integrations or automations using REST APIs, webhooks, or platform scripting (JavaScript/Glide, Python, or equivalent); a GitHub repo or deployed demo is a meaningful signal.

• Working knowledge of AI/LLM tooling: prompt engineering, AI agent design, or direct experience with Now Assist, Copilot Studio, or comparable enterprise AI products.

• Strong CRM, Customer Service, or Revenue Operations domain knowledge—enough to challenge a customer's current architecture, not just present slides about ServiceNow's.

• Experience in or demonstrated understanding of the Brazilian Federal/public sector: procurement dynamics, institutional decision-making, and compliance landscape.

• Fluent Portuguese and English; Spanish is a strong plus given the broader AMS team footprint.

Preferred

• Proficiency in backend scripting (Python, Node.js) and/or frontend development (React, Angular) used in real customer or side-project deployments—not just awareness.

• Familiarity with LLM orchestration frameworks (LangChain, Semantic Kernel) and vector search / RAG architecture.

• Experience with cloud infrastructure on AWS, Azure, or GCP: containers, CI/CD pipelines, or infrastructure-as-code basics (Terraform, CloudFormation).

• Direct experience with competing CRM or customer service platforms (Salesforce, Microsoft Dynamics, SAP CX, Zendesk) at an architectural level—understanding their trade-offs, not just their feature lists.

• Comfort contributing to shared enablement: documenting patterns, building reusable demo assets, and coaching peers on technical topics.

• Willingness to travel within Brazil and occasionally across AMS for strategic Federal engagements and team events.

What This Role Is Not

This role will be evaluated differently from a traditional SC. You will be expected to demo from a configured environment you built—not one someone else set up. You will be expected to answer technical objections with architecture decisions, not just product slides. If your instinct is to hand off technical depth to a solutions architect or PS team, this is not the right fit. If your instinct is to open a terminal and figure it out, keep reading.

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.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.