Senior Product Specialist, Engage Central

ServiceNow

. Support sales, onboarding, and adoption of Engage Central with ServiceNow partners .

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

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in partner onboarding, adoption strategies, and product demonstrations, with a strong focus on leveraging the ServiceNow platform and integrating AI into workflows. Proven ability to communicate technical concepts effectively and drive value realization for partners.

Highest-signal resume keywords

ServiceNow Platform ProficiencyPartner Onboarding ManagementProduct Demonstration SkillsTroubleshooting And Problem-SolvingServiceNow Certified System Administrator

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI IntegrationKnowledge ManagementSupport OperationsProfessional Services DeliverySolution ConsultingTechnical Account ManagementCustomer SuccessPre-Sales SupportCloud Software SolutionsServiceNow Ecosystem Knowledge

Soft Skills

Excellent Communication SkillsCollaborationIndependent WorkCritical ThinkingAdaptability

Tools & Technologies

Engage CentralServiceNowDemo ScriptsPitch DecksKnowledge Articles

Certifications & Qualifications

ServiceNow Certified System AdministratorServiceNow SPM Certifications

Industry Keywords

Partner Success PlansAdoption MilestonesUser Acceptance TestingSales AssetsSupport Model Improvement

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Support sales, onboarding, and adoption of Engage Central with ServiceNow partners
Serve as the product and technical expert in partner sales cycles
Lead discovery sessions and map partner practices 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 sales assets, including demo scripts, pitch decks, FAQs, and objection handling
Track partner pipeline and adoption status and report progress and forecasts to the Engage Central Product Director
Own partner onboarding from kickoff and access provisioning through the first engagement delivered on Engage Central
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 the transition from sales to onboarding to steady state
Act as the first point of contact for partner questions and 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 based on 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
Less than 20% travel as necessary
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, including triaging issues and partnering with engineering
Track record of 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

Benefits

Comp & perks

Flexible or remote work persona
Reasonable accommodations during the application process
Equal opportunity employment
Consideration of qualified applicants with arrest or conviction records in accordance with legal requirements