Platform Architect, Customer Solutions Expert

5 days ago

StainesuponThames, Surrey, United Kingdom ServiceNow Full time

Job Description

The Platform Architect for Customer Workflows is a strategic and technical leader responsible for guiding clients through the implementation of ServiceNow's Customer Service Management (CSM) solutions. This role focuses on delivering best-practice-based solutions that drive business outcomes and enhance operational efficiency.

Key Responsibilities

  • Act as the primary technical liaison for projects, representing the development team to customers and ensuring the highest quality of delivered solutions.
  • Oversee technical delivery, ensuring alignment with client requirements and ServiceNow best practices for CSM implementations.
  • Define and architect technical solutions at a detailed level, ensuring they align with clients' business needs and technological environments.
  • Lead 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, with a focus on Customer Workflows.
  • 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 have:

  • Experience: 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.
  • 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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