ServiceNow is looking for a CRM Architect to play a vital role in our CRM strategy by supporting enterprise customers throughout their journey. You will define business value, tailor end-to-end solution architecture to customer needs, and guide the delivery of transformative ServiceNow implementations, leveraging experience in the telecommunications industry.
What You'll Do
- Consult and advise senior VP+ stakeholders to understand their goals and challenges, providing expert advice in pre-sales and delivery on how ServiceNow can optimize their operations.
- Design and architect end-to-end solutions using ServiceNow Industry products that align with business requirements and Industry best practices.
- Proactively analyze the current state and identify new options for improving ways of working to achieve or exceed business results.
- Work closely with IT, operations, business stakeholders, product, and other teams to ensure solutions are aligned with business needs and implemented effectively.
- Drive and develop plans for the adoption of Industry Best Practices across ServiceNow products at process, solution architecture, and technical leadership levels.
- Keep up to date on emerging Industry & competitive trends and the latest ServiceNow capabilities, sharing this knowledge with the team and clients.
What We're Looking For
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Proven experience leading or contributing to end-to-end CRM transformation initiatives, including assessment of legacy CRM landscapes and execution of large-scale CRM platform rollouts.
- Proven experience as a Presales Architect, Solution, Platform Architect, or Principal Consultant in competitive solutions, such as Salesforce, Microsoft, or Pegasystems.
- Strong consultative mindset with problem-solving skills and the ability to think strategically and drive complex projects.
- Excellent stakeholder management and communication skills with the ability to engage and influence stakeholders at all levels.
- Technical acumen with an understanding of integration, data models, and process automation.
- Ability to deliver solutions that provide best-in-class user experience with a focus on ease of use and productivity.
- Analytical skills with experience in analyzing business processes, creating workflow diagrams, and documenting requirements.
Nice to Have
- Familiarity with ServiceNow, especially in Customer Service Management (CSM), Field Service Management (FSM), or IT Service Management (ITSM).
- Competitive certifications, such as Salesforce certifications (e.g., Service Cloud Consultant) or ServiceNow certifications (e.g., CSA, CIS-CSM).
Work Mode
This role offers a flexible work mode.
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.
