Technical Solution Architect

Overview Join to apply for the Technical Solution Architect - CRM role at ServiceNow ServiceNow is seeking a driven Solution Architect to support customers in adopting, renewing, and maximizing value from their ServiceNow investment. This hands-on architect will work across people, process, and technology to design and implement solutions that align with business needs and industry best practices, with a focus on CRM integrations and related applications. What You Will Get To Do A deep sense of empathy for the customer and genuine passion in helping them succeed Influence and consult with sponsors/stakeholders, providing options with pros, cons, and risks, and delivering thought leadership on business process and/or technical problems Gather requirements and create process mapping documentation Excellence in written and verbal communication 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 goals and analyze/recommend strategies based on priorities Review customer architecture, design processes, and system integrations to the ServiceNow platform Lead design and development of complex solutions and integrations between ServiceNow and other enterprise platforms (e.g., CRM, ERP, Telephony) and third-party systems Drive adoption of best practices in ServiceNow architecture and development with focus on scalability, performance, and maintainability Provide technical leadership in customization, configuration, and implementation of ServiceNow products in Customer and Industry workflows Guide cross-functional teams through design, development, testing, deployment, and post-implementation support Share lessons learned and strategies to enhance real-world security operations for customers Configure solution environments to address customer requirements Collaborate with Product Management and Development to enhance ServiceNow products based on customer needs Share best practices and known solutions with internal teams, customers, and communities to promote faster time to value Maintain skills/certifications on relevant ServiceNow product offerings such as CSM and FSM or Industry solutions Qualifications Experience integrating AI into work processes, decision-making, or problem-solving, including AI-powered tools, workflow automation, or AI-driven insights 10+ years in customer-facing implementation/delivery roles (e.g., Solution Architect, Technical Consultant, or similar) in professional services or consulting 10+ years in the CRM technology space Deep domain knowledge in Customer Relationship Management Industry domain expertise in Telecommunications, Banking/Financial Services, Healthcare, Retail, Manufacturing, Government, Field Services, etc. is preferred CSA and CRM (CIS-CSM) certification is ideal Ability to perform ServiceNow deep architectural advisory work and configuration/coding Strong customer focus and commitment to delivering long-term value Data-driven approach to driving customer engagement toward business outcomes Excellent verbal and written communication skills, including the ability to chair sessions and host webinars Willingness to travel up to 35% annually, when applicable Additional Information Work Personas: ServiceNow operates with flexible, remote, or in-office work arrangements depending on role and location. Eligibility for a work persona is determined based on proximity to ServiceNow offices. Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration 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 protected status. For candidates with arrest or conviction records, applications will be considered as required by law. Accommodations: We provide accessible and inclusive experiences for all candidates. If you require a reasonable accommodation during the application process, please contact for assistance. Export Control: Some roles may require export control approvals. Employment is contingent upon ServiceNow obtaining any necessary export licenses or approvals. Note: This description reflects the information provided and is intended to be a clean, job-focused representation of responsibilities and qualifications. #J-18808-Ljbffr