Expert CRM Solutions Professional

ServiceNow Solution Architect Position

We are seeking a driven Solution Architect to provide expertise to support customers in adopting, renewing, and maximizing their value from ServiceNow investment.

The successful candidate will participate in the acquisition and retention of customers by leveraging CRM applications and applying knowledge of ServiceNow across industry applications.

• Key Responsibilities:
• 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:

• 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.