ServiceNow Architect

The Solution Architect (SA) position is a leadership position in the organization that is responsible for managing multiple sales opportunities and account teams/programs. The Solution Architect provides sales and solution assurance of services for clients through a range of internal and external functions in the following areas: Solution, Account Interaction, Service Design Development and Practice pipeline responsibilities. A Solutions Architect has the experience and background to identify resources, resource allocation, integration requirements, contract attributes and costing, customer interaction, and other key aspects of solution-based managed services for complex deliverable-based, fully outsourced, or extremely large scale engagements or programs and contribute input to a larger cross-functional solution.

The Solutions Architect is responsible for the overall design of the application and mapping client business requirements from the project team to systems/technical requirements. The Solution

Architect works as a team member along with the Project Manager, Technical Architect and

supporting team members to deliver the complete solution for the customer.

In this specific Solution Architect role the key focus will be on ServiceNow and solutions/services that integrate with ServiceNow. The Solution Architect will be capable of creating solutions for core ServiceNow modules such as ITSM independently but will work with experienced Practice Architects as necessary to craft solutions for other modules, integrations, and/or tools.

Key Accountabilities and Priorities:

Solution Development

• Gain a clear understanding of customers’ business requirements and their technical requirements.

• Understand, develop, and mature the solution design by collaborating with customers and stakeholders to manage their expectations and resolve sales, stakeholder, and delivery issues in a timely manner.

• Facilitate internal communication and assembly of a delivery team for new engagements to include practice support, delivery (regional and/or practice), and account team members.

• Consolidate solution status and proposed costing information across the project stakeholders.

• Ensure sales/solution escalation procedures are addressed and communicated to client, consultants, and managers.

• Implement knowledge management strategy and communicate process and procedures for knowledge transfer from sales/solutions to delivery.

• Perform sales/solutions risk and opportunity issue management and facilitate issue resolution with proper notification to all affected parties.

• Identify and coordinate the solution change control process.

Practice & Product Line Management

• Perform periodic practice pipeline and opportunity analysis, product line review, and solution “health checks” with practice and delivery resources.

• Examine customer reference-ability and establish on-going relationships with the customer and account team members.

• Refine practice pipeline and product line attributes based upon metrics and analysis as well as overall fit within the marketplace and technological changes.

• Support the development and execution of an Account Strategy in collaboration with internal stakeholders.

Management Responsibilities

• Understand and manage customer requirements (solution and environmental factors) to ensure contract understanding and acceptance for deliverables, cost, contract type, timeline, risk and assumptions, and customer satisfaction.

• Ensure solution methodology is understood by team from opportunity assessment to project closeout; sales to delivery knowledge transfer.

• Financial and contractual responsibility for engagement profitability.

• Maintain awareness for additional business opportunities and support pursuit of future business through quality results and escalation to internal stakeholders when additional business opportunities may present themselves.

• Ensure Sales and Solutions management methodology is followed on all client opportunities.

• Mentor, manage and develop product/project team members. Team size varies from 3 team members up to 8-10 team members.

• Conduct annual reviews and provide feedback throughout the year on employee performance where required.

• Ensure Human Resources policies and procedures are communicated and executed according to internal and consultant HR policies.

Qualifications

• Bachelors Degree or equivalent, relevant experience

• Experience in information technology and/or professional services with emphasis on ServiceNow.

• Experience in delivering projects/programs, delivering and administrating client professional services agreements including the change management process.

• Frequent interactions with external customers at the Director level or above; normal level of interactions is the CXO level; established consulting and interpersonal skills

• Ensure ServiceNow engagements are delivered with the highest quality, on time, and on budget

• Work with team leads on resource planning to staff approved projects with resources from the team.

• Provide input to technical resources sourcing strategies.

• Understand customer requirements, translate them into actionable tasks, and provide oversight, guidance, and mentoring to admin teams

• Proactively anticipate problems; define the problem; identify possible causes; work with team to identify solutions; selects and implement the most appropriate solution.

• Provide oversight, mentoring, and training to onshore and offshore ServiceNow admin teams

• IT service management/project management delivering projects/programs/solutions and daily delivery/consulting oversight within a professional services environment or equivalent, relevant

experience in managing resources in ITSM/ITL environment.

• ServiceNow configuration and development experience

• Practical, hands-on experience with various versions of the ServiceNow platform is a must

• IT Experience: Consultant, Architect, Enterprise Architect, Business Analyst, Development, or other IT experience.

• ITIL Expert Certification Desired, but not required.

• Sufficient understanding of Services Outsourcing and Project Management

• ServiceNow certifications: Certified Implementation Specialist, Certified Architect, Certified Application Developer OR equivalent experience

• ServiceNow certifications: Certified Implementation Specialist, Certified Architect, Certified Application Developer OR equivalent experience

• Sales Enablement Ability to develop, market and sell services and products

Requisite Abilities and/or Skills, and Business Acumen:

• Strong conceptual and analytical skills, which demonstrate out of the box problem solving

• Proven Product Development ideally in key verticals

• Proven ability to appropriately prioritize and plan complex work in a rapidly changing environment

• Team player with experience leading and collaborating cross-teams to deliver successful solutions

• Excellent oral and written communication skills (English language).

• Superior people and personnel management skills.