ServiceNow

Solution Architect

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

Qualifications

  • 10+ years in customer-facing implementation roles, preferably in consulting
  • 10+ years experience in the CRM technology sector
  • Deep experience in telecommunications companies, including carriers and CSPs
  • Strong grasp of telco business models and customer lifecycle management
  • Familiarity with OSS/BSS architecture and CRM integration
  • Ability to rapidly learn new technology platforms
  • Ideally certified in ServiceNow CSA and CSM or willing to pursue certification
  • Exceptional communication skills for executive engagement
  • Data-driven focus with dedication to customer engagement
  • Willingness to travel up to 25% annually

Responsibilities

  • Lead CRM implementations for telecommunications clients
  • Translate telco-specific challenges into CRM solutions
  • Act as a trusted advisor connecting customer priorities to ServiceNow capabilities
  • Demonstrate passion for customer success in a competitive landscape
  • Collaborate with R&D on technical issues related to telco products
  • Provide thought leadership for business and technology solutions
  • Review architectural designs with consideration for legacy systems
  • Mentor resources on telco context and best practices

Benefits

  • Flexible work options with a remote work persona
  • Opportunities for professional certification and development
  • Supportive company culture that prioritizes customer success
  • Access to telecommunication industry insights and resources
  • Engagement in pre-sales strategy and thought leadership activities
Full Job Description
Job Description

About the Role

ServiceNow is seeking a CRM Architect Director with deep telecommunications industry expertise to join our Customer & Industry Workflows Expert Services team. This role is designed for a seasoned CRM architect who brings both the technical depth to lead complex ServiceNow implementations and the industry fluency to speak credibly about telco-specific business challenges, operational models, and transformation priorities.

You do not need prior experience with ServiceNow's telecom product portfolio - we will invest in building that expertise. What matters is that you bring a genuine understanding of how telecommunications companies operate: from network and service management to customer lifecycle, revenue assurance, and the operational complexity unique to carriers, CSPs, and infrastructure providers. This industry knowledge, paired with your CRM architecture skills, will enable you to drive exceptional outcomes for some of the world's most complex telco customers.

What You Will Do
  • Lead ServiceNow CRM implementations for telecommunications customers, applying industry knowledge to accelerate adoption and drive measurable business outcomes
  • Translate telco-specific business challenges - such as customer churn, order fallout, service assurance, and B2B/B2C complexity - into effective CRM solution designs
  • Serve as a trusted advisor to telco customers, connecting their operational priorities to ServiceNow platform capabilities
  • Demonstrate empathy for the customer and genuine passion in helping them succeed in a highly competitive industry
  • Engage and collaborate with ServiceNow R&D teams on escalated technical issues, including telco-specific product gaps and enhancements
  • Provide thought leadership to telco sponsors and stakeholders in solving business process and technology problems
  • Review customer architecture, design processes, and system integrations, with sensitivity to legacy telco environments and OSS/BSS landscapes
  • Configure solution environments to address customer requirements and business issues
  • Contribute to pre-sales campaigns by sharing telco-specific implementation strategies and best practices
  • Mentor field resources on telco industry context and delivery best practices for CRM applications in telecommunications
  • Collaborate with Product Management to surface telco customer needs and inform the ServiceNow product roadmap
  • Share industry insights and lessons learned with internal teams and the broader ServiceNow community


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
  • Significant experience working with or within telecommunications companies - including carriers, CSPs, cable/broadband providers, or telco infrastructure firms
  • Deep understanding of telco business models, customer lifecycle management, and operational challenges (e.g., churn, order management, B2B/enterprise sales, network-driven service delivery)
  • Familiarity with OSS/BSS architecture and how CRM systems interact with broader telco technology stacks
  • Comfort learning new technology platforms quickly - prior ServiceNow experience helpful but not required
  • Ideally ServiceNow CSA and CSM certified, or willingness to certify upon hire
  • Ability to perform deep architectural advisory work
  • Excellent verbal and written communication skills, including ability to present to executives, chair workshops, and facilitate complex stakeholder sessions
  • Highly data-driven with commitment to driving customer engagement toward business outcomes 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

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

Job Alert Emails

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

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at ServiceNow

More Telecommunications & Hardware Jobs

Find similar Solution Architect jobs:

NationwideAddison, TX