Solution Architect - CRM

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

ServiceNow is seeking a driven Solution Architect. The Solution Architect will provide expertise to support customers to ensure customers adopt, renew and maximize their value from their ServiceNow investment. The Solution Architect will participate in the acquisition and retention of customers by leveraging the CRM applications and applying knowledge of ServiceNow across Industry applications. This is a hands-on Architect who is capable of going wide and deep on the solution with regards to people, process and technology.

What you will get to do:

• A deep sense of empathy for the customer and genuine passion in helping them succeed
• Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues
• 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
• Experience in analyzing and recommending strategies based on business priorities
• 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.)
• Responsible for creating innovative solutions leveraging ServiceNow’s CRM Solutions
• Mentor field resources in implementation methodology, configuration, and best practices for CRM applications
• Review customer’s architecture, design processes and system integrations to the platform
• Respond to customer questions relating to ServiceNow CRM Solutions
• This role is pivotal in providing our growing customer base, with lessons learned, strategies, and advice to enhance real world security operations
• Contribute to sales campaigns focused on CRM discussing best practice implementation strategy and planning
• 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
• Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors

Qualifications

• 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
• Ideally ServiceNow CSA and CRM 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 25% annually, when applicable

Additional Information

• Location Type: Remote
• Employment Type: Full-time
• Work Personas: We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office)