Platform Architect, Customer Solutions

3 weeks ago

StainesuponThames, Surrey, United Kingdom ServiceNow Full time
Job Description

As a Platform Architect for Customer & Industry Workflows at ServiceNow, you will play a strategic and technical leadership role in guiding clients through the implementation of our Customer Service Management (CSM) and Industry Vertical solutions. Your focus will be on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency.

Key Responsibilities
  • Lead technical delivery, ensuring alignment with client requirements and ServiceNow best practices for CSM and Industry Vertical implementations.
  • Define and architect technical solutions at a detailed level, ensuring they align with clients' business needs and technological environments.
  • Oversee technical onboarding with clients, assessing existing processes and platform configurations to tailor solutions effectively.
  • Be able to perform hands-on development on the ServiceNow platform, leveraging all ServiceNow technologies and capabilities.
  • Serve as an escalation point for technical issues, implementing efficiencies and driving resolution of critical path challenges.
  • Mentor and guide developers and consultants on best practices in technical design and field service management workflows.
Pre-Sales Support
  • Partner with the pre-sales team to scope complex service engagements involving ServiceNow products and intricate integrations with client systems.
  • Demonstrate thought leadership by contributing to webinars, whitepapers, and community groups, highlighting expertise in field service management.
Product Collaboration
  • Engage with ServiceNow product teams to provide feedback and insights on Customer Workflow features, capabilities, and best practices.
  • Participate in go-to-market strategies for new service offerings, ensuring alignment with customer service trends and customer needs.
Qualifications

To be successful in this role, you will have:

  • A minimum of 8 years in consulting, configuration, and implementation of complex technologies, with at least 2 years focused on enterprise architecture and technical roadmaps.
  • Demonstrable experience with ServiceNow Customer & Industry Workflow solutions.
  • Industry Vertical Solution Expertise: Proven track record in designing and implementing CSM-based solutions, with a solid understanding of industry-specific workflows, use cases, compliance requirements, and best practices.
  • Leadership Skills: Ability to influence senior leaders and stakeholders, providing clear recommendations that address business and technical challenges in field service contexts.
  • Technical Skills: Proficiency in creating architectural designs, solution presentations, and integration strategies, particularly within CSM environments.
  • Certifications: Must hold ServiceNow certification for Customer Service Management Implementation Specialist, with the ability to achieve Certified Technical Architect within the first year.

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