Lead and architect complex ServiceNow CRM implementations, owning delivery quality and customer outcomes end-to-end
Partner with sales teams on pre-sales pursuits — scoping engagements, developing implementation strategies, and building customer confidence in our approach
Create and present compelling solution designs, project scopes, and delivery roadmaps for prospective customers
Develop SOW content, effort estimates, and risk assessments that reflect realistic delivery expectations
Demonstrate a deep sense of empathy for the customer and genuine passion in helping them succeed
Engage and collaborate with ServiceNow R&D teams on escalated technical issues
Influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors and stakeholders on business process and technical problems
Review customer architecture, design processes, and system integrations to the platform
Configure solution environments to address customer requirements and business issues
Mentor field resources in implementation methodology, configuration, and best practices for CRM applications
Share best practices and known solutions with internal teams, the community, and customers to promote faster time to value
Collaborate with Product Management and Development to enhance ServiceNow products with capabilities that address customer needs
Stay current on competitive analyses and articulate differentiators between ServiceNow and its competitors

10+ years of experience in customer-facing implementation and delivery roles such as Solution Architect, Technical Consultant, or developer — ideally in professional services or consulting
10+ years in the CRM technology industry
Demonstrated pre-sales or solutioning experience — including SOW development, scoping, effort estimation, or pursuit support
Deep domain knowledge in Customer Relationship Management
Ability to perform deep architectural advisory work as well as hands-on configuration and coding in ServiceNow
Excellent verbal and written communication skills, including ability to chair sessions, present to executives, and facilitate workshops
Highly data-driven with commitment to driving customer engagement toward business outcome and value realization
Fanatical about customer success and tenacious at driving long-term customer value
Must be able to travel up to 25% annually, when applicable

Hybrid

ServiceNow is hiring a Solution Architect