Description and Requirements

Job Description

Title: ServiceNow CRM Architect

What You'll Do:

As a ServiceNow CRM Architect, you will serve as a subject matter expert and thought leader for ServiceNow CRM engagements and pre-sales activities across the customer and industry workflow portfolio, including Customer Service Management (CSM), Field Service Management (FSM), Sales and Order Management (SOM), CPQ (Logik.io), Source to Pay, and Financial Services Operations (FSO). You will architect, propose, and lead solution delivery based on requirements provided by the Slalom team and clients. Your solutions will be holistic, scalable, and designed with repeatable patterns for maximum productivity. You will engage confidently with both business and technology stakeholders, demonstrating high business proficiency, professional maturity, and executive presence.

• Lead ServiceNow implementation workshops to deliver business process designs, technical requirements, user stories, and solution artifacts
• Architect end-to-end ServiceNow CRM solutions spanning customer and industry workflows, including process design, platform capabilities, integrations, data architecture, and automation
• Develop comprehensive solution design documents and roadmaps from complex business and technical requirements
• Partner with clients using a future-focused mindset to understand their business processes, technology landscape, and transformation goals, aligning ServiceNow capabilities to measurable outcomes
• Lead and participate in design workshops, development, testing, deployment, and organizational change activities across enterprise and public sector accounts
• Architect ServiceNow operating models, governance frameworks, platform standards, and CMDB/CSDM data strategies
• Ensure quality delivery of ServiceNow solutions leveraging best practices, platform standards, and proven implementation patterns
• Advise executive stakeholders on platform strategy, roadmap prioritization, adoption, and value realization
• Mentor teammates on ServiceNow platform best practices including configuration standards, workflow design, integrations, and data integrity
• Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow content, implementation approaches, and value propositions
• Contribute to practice development through delivery accelerators, thought leadership, industry insights, and ServiceNow-focused client offerings
• Collaborate across ServiceNow CRM and adjacent workflows including CSM, FSM, SOM, CPQ (Logik.io), Source to Pay, FSO, AI, and CMDB/Data Foundations to deliver integrated platform solutions

What you'll Bring:

You are a seasoned ServiceNow practitioner who thrives in complex enterprise environments and has a track record of delivering transformational ServiceNow implementations across multiple platform workflows.

• 5+ years of hands-on ServiceNow design and delivery experience, with deep expertise in at least one of the following: CSM, FSM, Sales and Order Management (SOM), CPQ (Logik.io), Source to Pay, or FSO
• Proven ability to deliver complex ServiceNow implementations with multiple stakeholders - recommending and executing solutions that drive measurable business value, adoption, and organizational alignment
• Passion for leveraging the ServiceNow platform to streamline customer operations, improve customer and agent experiences, and bring visibility and control to front, middle, and back office processes
• Ability to communicate and build relationships at all levels of an organization - from process owners and platform teams to C-suite executives - translating technical and business concepts for both technical and non-technical audiences
• Strong consultative approach with the ability to assess platform maturity, define roadmaps, manage client expectations, and deliver on tight schedules with high attention to detail
• Experience leading solution design across multiple ServiceNow products, including process design, platform architecture, integrations, and data foundations
• Demonstrated ability to act as a trusted advisor and relationship manager to client stakeholders throughout engagement lifecycles
• Experience facilitating executive workshops focused on platform strategy, roadmap planning, and governance

Qualifications:

• At least 5 full-lifecycle ServiceNow implementations in the role of technical lead, solution architect, or enterprise architect

Required Certifications:

• Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• CIS - Customer Service Management (CSM)
• CIS - Data Foundations (CMDB & CSDM)
• At least one additional mainline Certified Implementation Specialist (CIS) certification

Platform & Integration Expertise:

• Strong ServiceNow platform expertise (JavaScript, Flow Designer, IntegrationHub, REST/SOAP APIs, Workspace configurations, and Reporting/Performance Analytics)
• Experience integrating ServiceNow with enterprise systems such as CRM, ERP, telephony/CTI, procurement, and finance, as well as third-party tools
• Excellent verbal and written communication skills with strong executive presence
• Experience leading executive stakeholder discussions, business case development, and value/ROI modeling
• Bachelor's degree or equivalent combination of education and professional experience preferred

Compensation and Benefits

Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer yearly $350 reimbursement account for any well-being-related expenses, as well as discounted home, auto, and pet insurance.

Slalom is committed to fair and equitable compensation practices. For this role, we are hiring at the following levels and targeted base pay salary ranges:

East Bay, San Francisco, Silicon Valley:

Principal: $190,000-$232,000

Senior Principal: $222,000-$271,000

San Diego, Los Angeles, Orange County, Seattle, Boston, Houston, New Jersey, New York City, Washington DC, Westchester:

Principal: $174,000-$213,000

Senior Principal: $204,000-$249,000

All other locations:

Principal: $160,000-$195,000

Senior Principal: $187,000-$228,000

In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual's skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.

We will accept applicants until September 30th or until the position is filled.

We are committed to pay transparency and compliance with applicable laws. If you have questions or concerns about the pay range or other compensation information in this posting, please contact us at: [redacted].