Senior Product Specialist, Engage Central

ServiceNow

. Support ServiceNow partners in adopting and succeeding with Engage Central .

Posted 11/9/2026full-timeRemote • Texas • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in ServiceNow platform and partner ecosystem, with a strong focus on onboarding, adoption, and value realization. Proficient in delivering tailored product demonstrations and managing partner relationships to drive success.

Highest-signal resume keywords

ServiceNow Certified System AdministratorExperience Supporting New Product LaunchesStrong Troubleshooting And Problem-Solving SkillsProficiency With The ServiceNow PlatformExperience In Professional Services Delivery

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Expertise With Cloud Software SolutionsKnowledge ManagementService LevelsIntegration Of AI Into Work ProcessesDiscovery SessionsProduct DemonstrationsOnboarding ProcessesPartner Success PlansUsage MonitoringIssue Resolution

Soft Skills

Excellent Written And Verbal Communication SkillsAbility To Collaborate With PartnersComfort Working IndependentlyAbility To Translate Technical ConceptsStrong Relationship Management

Tools & Technologies

ServiceNowEngage CentralKnowledge ArticlesPlaybooksSelf-Service Content

Certifications & Qualifications

ServiceNow SPM CertificationsServiceNow Certified System Administrator

Industry Keywords

Partner EcosystemProfessional ServicesConsulting EnvironmentsITILGo-To-Market Motion

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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