Job SummaryThe ServiceNow Solutions Engineer partners with account teams to understand customer business challenges and design tailored ServiceNow solutions aligned with organizational objectives. This role combines expertise in ServiceNow licensing, solution design, and customer engagement to drive revenue growth, deliver compelling presentations and demonstrations, and position SHI as a trusted advisor. The Solutions Engineer collaborates closely with sales, delivery, and partner teams to accelerate deal closure and expand ServiceNow opportunities.
Role Description- Collaborate with account teams to evaluate and understand customer business needs, technical environments, and ServiceNow requirements.
- Design and propose tailored ServiceNow solutions that align with customer business objectives and drive measurable outcomes.
- Lead ServiceNow licensing analysis, optimization, and commercial strategy discussions across key workflows (e.g., ITSM, CSM, HRSD, Creator).
- Translate licensing constructs and technical capabilities into clear business value, ROI, and cost optimization strategies.
- Deliver compelling, business-focused ServiceNow demonstrations tailored to customer use cases and desired outcomes.
- Build and present executive-level and technical presentations that effectively communicate SHI's value proposition.
- Act as a trusted advisor by partnering with Account Executives to influence customer decision-making.
- Partner with ServiceNow and SHI internal stakeholders to structure competitive, differentiated solutions and deals.
- Manage solution pipeline by developing strategies for top prospects and supporting new business acquisition.
- Identify and uncover ServiceNow-driven opportunities across digital workflows, automation, and transformation initiatives.
- Engage with multiple levels of client stakeholders, including CIOs, IT Directors, and business leaders.
- Educate and support sales teams on ServiceNow positioning, licensing, demo execution, and value-based selling.
- Contribute to the development of scalable demo environments, reusable assets, and go-to-market initiatives.
Behaviors and Competencies- Presenting: Can design and deliver engaging presentations, adapting the content and style to suit the audience, context, and medium.
- Negotiation: Can proactively seek out negotiation opportunities, initiate discussions, and contribute to conflict resolution.
- Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.
- Detail-Oriented: Can manage complex tasks or projects, identifying errors or inconsistencies, and ensuring all details are addressed, necessary corrections are made, and quality is maintained.
- Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.
- Follow-Up: Can proactively identify tasks that require follow-up, initiate necessary actions, and contribute to efficient workflow management.
- Problem-Solving: Can proactively identify potential problems, initiate preventive measures, and propose and contribute to innovative solutions.
- Relationship Building: Can proactively seek out opportunities to expand networks, initiate collaborations, and contribute to team cohesion.
- Documentation: Can develop comprehensive documentation standards, implement best practices, and ensure documentation supports operational efficiency.
- Results Orientation: Can set challenging goals for their team and lead them to achieve these goals, demonstrating a consistent track record of results.
Skill Level Requirements- Experience supporting complex enterprise software sales cycles, including multi-stakeholder deals.
- Strong understanding of ServiceNow platform capabilities (ITSM, CSM, HRSD, Creator workflows, automation, and integrations).
- Ability to conduct ServiceNow licensing analysis and provide optimization and cost guidance.
- Ability to design outcome-driven ServiceNow solutions aligned to business use cases.
- Strong presentation and demonstration delivery skills with a focus on executive storytelling.
- Ability to articulate business value and ROI for digital transformation initiatives.
- Experience collaborating across sales, consulting/delivery, and partner ecosystems.
- Knowledge of IT Service Management (ITSM), workflow automation, or SaaS platforms.
Other Requirements- Completed Bachelor's degree or equivalent relevant work experience required.
- 3-5 years of experience in a Solutions Engineer, Pre-Sales, or similar role.
- Ability to travel to SHI, partner, and customer events.
Preferred- Experience working with ServiceNow or similar enterprise SaaS platforms.
- ServiceNow certifications (CSA, CIS, or equivalent).
The estimated annual pay range for this position is $140,000 - $220,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
