How ServiceNow Expert Services delivers customer success

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ServiceNow Expert Services is on a mission—to deliver customer success. It's why we get up in the morning, and it guides everything we do. We've got more than 800 experts, and every one of them is committed to helping ServiceNow customers achieve great business outcomes. There's nothing more rewarding than seeing the delight in a customer's eyes because we've made a real difference.

Delivering customer success is about more than just great execution. To truly deliver value, you need the knowledge and insights to do the right thing. That's why we're passionate about continuously growing our skills—we're always looking for opportunities to learn more so we can do more for our customers. It's also why so many people on our team have invested time and effort to become ServiceNow Certified Technical Architects (CTAs).

What is a CTA?

It's an advanced certification that goes far beyond other ServiceNow technical certifications, such as a Certified Implementation Specialist (CIS). It's designed to help people grow their technical and business capabilities, becoming the best of the best. It's approaching the pinnacle of ServiceNow technical achievement, just one step behind becoming a Certified Master Architect (CMA).

By becoming CTAs, Expert Services consultants gain the skills they need to turn a customer's vision into outstanding business outcomes. They're able to translate complex business objectives and technical requirements into purpose-built architectural blueprints—unlocking the value of the ServiceNow platform for customers. They're also experts on platform technical governance. And, perhaps most importantly, they have the soft skills needed to effectively collaborate with our customers, helping them to achieve more value faster with ServiceNow.

Let's meet four people in Expert Services who recently became CTAs.

Cruz Melendi, Senior Technical Consultant

Cruz is based in Madrid, Spain. Cruz has been a ServiceNow employee for 2 years and working with the ServiceNow Platform for 11 years. Cruz is not only a CTA but has also obtained her CSA, CAD and 5 implementation specialist certifications.

Here’s what Cruz had to say about the most challenging part of becoming a CTA. “Two aspects were particularly challenging for me. The first was time management. This certification process is very time-consuming, and balancing it with customer engagements and personal life was demanding. The second challenge was presenting a complete technical topic in 10 minutes weekly. As a technical consultant, I tend to delve into detailed technical explanations, but with only 10 minutes, I had to learn to be concise and focused.”

https://www.linkedin.com/in/cruz-melendi-platero-b8ba662a/

Mike Roper, Principal Technical Consultant

Mike is based in Pennsylvania. He's got more than 20 years experience in IT, including spending the last four years with ServiceNow. He was also deployed to Afghanistan with the U.S. Army. As well as being a CTA, he's also a CIS and CSA.

According to Mike, "To be a trusted advisor to your customers, you should always strive to be better than they expect you to be. I've always done that ever since I joined ServiceNow, but I felt like I was still missing the 'big picture.' I wanted to know how to bring all of our products together so I could tell a compelling story and—most importantly— be able to explain why. Becoming a CTA gave me the skills and insights I need to do that."

https://www.LinkedIn.com/in/mikeroper

Brandon Smith, Principal Technical Consultant

Brandon is based in North Carolina. He's been with ServiceNow for almost 3 years, but he's been working in the ServiceNow ecosystem since 2015. In addition to being a CTA, he's also a Certified Application Developer (CAD), Certified Implementation Specialist (CIS), and Certified System Administrator (CSA).

Here's what Brandon says about becoming a CTA. "I wanted to become a CTA as soon as I heard about the program. It's given me the confidence and skills I need to consistently deliver the right solutions for my customers, as well as given them the confidence that my service will be of the highest quality. Becoming a CTA wasn't easy—it's a tough ask, and I had to put my personal life on the back burner for a while. But the rewards are worth it, both for my customers and my career. I learned to take a holistic view of what ServiceNow can do for customers, and I also learned how to effectively communicate that value."

https://www.linkedin.com/in/brandon-smith-5b7479bb

Bert Van Rossen, Senior Technical Consultant

Bert is based in Brussels, Belgium. He’s been with ServiceNow for 3 years and immersed in the ServiceNow ecosystem since 2016. Bert’s list of certifications is long, from ServiceNow Administrator to ServiceNow CAD, and many things in between.

Here’s why Bert decided to pursue his CTA. “From speaking with alumni, I quickly learned the core focus of the program, which is adding customer value and how to convey your message. This was an area I wanted to focus on for my personal growth, so it felt like a match made in heaven. The technical part is a foundation, but not the spearhead of the program.”

https://www.linkedin.com/in/bertvanrossen/

To learn more about ServiceNow Expert Services, visit our web page here.