Technical Solution Architect - CRM

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
ServiceNow is seeking a driven Solution Architect. The Solution Architect will provide expertise to support customers to ensure customers adopt, renew and maximize their value from their ServiceNow investment. The Solution Architect will participate in the acquisition and retention of customers by leveraging the CRM applications and applying knowledge of ServiceNow across Industry applications. This is a hands-on Architect who is capable of going wide and deep on the solution with regards to people, process and technology.
What you will get to do:

• A deep sense of empathy for the customer and genuine passion in helping them succeed
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Solid experience in requirements gathering, including experience in creating process mapping documentation
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Miro, Word and PowerPoint.)
• Partner with business stakeholders and executives to understand short-term and long-term business goals and priorities and analyze and recommend strategies based on business priorities
• Review customer's architecture, design processes and system integrations to the platform
• Lead the design and development of complex solutions and integrations aligned with business needs and industry best practices between ServiceNow and other enterprise platforms (i.e. Salesforce, etc), including CRM, ERP, Telephony, and other IT systems creating innovative solutions leveraging ServiceNow's CRM Solutions
• Drive the adoption of best practices in ServiceNow architecture and development, focusing on scalability, performance, and maintainability
• Provide technical leadership in the customization, configuration, and implementation of ServiceNow products in the Customer and Industry Workflow
• Guide cross-functional teams through the full lifecycle of ServiceNow projects, including design, development, testing, deployment, and post-implementation support.
• This role is pivotal in providing our growing customer base, with lessons learned, strategies, and advice to enhance real world security operations
• Configure solution environments to address customer requirements and business issues
• Collaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address customer needs
• Share best practices and known solutions with other internal teams, community and customers to help promote faster time to value for customers
• Maintain skills/certifications on CSM (Customer Service Management) and/or FSM (Field Services Management) and/or Industry product offerings such as Telecommunications, Financial Services, HealthCare and Life Sciences for Customer Workflows

Qualifications
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.
• 10+ years of experience in customer-facing implementation / delivery roles such as Solution Architect, Technical Consultant &/or former developer ideally in professional services or consulting capacity
• 10+ years in the CRM technology industry space
• Deep domain knowledge in Customer Relationship Management
• Industry domain expertise preferred in any of: Telecommunications, Banking/Financial Services, Healthcare, Retail, Manufacturing, Government, Field Services, etc.
• Ideally ServiceNow CSA and CRM (CIS-CSM) certified
• Ability to do ServiceNow deep architectural advisory work and configuration/coding
• Fanatical about customer success and tenacious at driving long-term customer value
• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars
• Must be able to travel up to 35% annually, when applicable

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.
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