ServiceNow

Solution Architect

ServiceNow • $120K — $150K *
Addison, TX 75001In-Person
Enterprise Technology
8 - 10 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • 10+ years in customer-facing implementation roles like Solution Architect or Technical Consultant
  • 10+ years in the CRM technology industry
  • Pre-sales experience including SOW development and effort estimation
  • Deep domain knowledge in Customer Relationship Management
  • ServiceNow CSA and CSM certification preferred
  • Ability to conduct architectural advisory and hands-on configuration
  • Excellent communication and workshop facilitation skills
  • Data-driven with a focus on customer engagement and value realization

Responsibilities

  • Lead and architect complex ServiceNow CRM implementations
  • Partner with sales on pre-sales pursuits and engagement scoping
  • Create compelling solution designs and delivery roadmaps
  • Develop SOW content, estimates, and risk assessments
  • Provide empathy for customers and assist in their success
  • Collaborate with R&D on escalated technical issues
  • Consult on business process and technical problems with stakeholders
  • Mentor implementation teams in best practices and methodologies

Benefits

  • Flexible work personas available based on role requirements
  • Opportunity for travel up to 25% annually when applicable
  • Strong emphasis on customer success and driving long-term value
  • Growth potential within a leader in the CRM space
  • Collaborative work environment with focus on mentorship and sharing best practices
Full Job Description
About the Role

ServiceNow is seeking a driven CRM Architect Director to serve a dual mandate: leading hands-on customer delivery engagements and partnering with our sales organization on pre-sales solutioning and scoping. This role sits at the intersection of delivery excellence and revenue growth, requiring equal fluency in architecting real-world CRM implementations and shaping compelling, credible solutions for prospective customers.

Approximately half of your time will be spent in active delivery - guiding customers through complex CRM implementations, ensuring adoption, and driving measurable outcomes. The other half will be spent in pre-sales - working alongside account teams to scope engagements, respond to customer challenges, and develop implementation strategies that win trust and close deals. This is a rare opportunity for an architect who thrives both in the field and in front of prospects.

What You Will Do
  • 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


Qualifications

Our ideal candidate:
  • 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
  • Ideally ServiceNow CSA and CSM certified
  • 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


Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

Keep Up to Date

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Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at ServiceNow.

ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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