Solution Architect - Customer Workflows

Your Career

As a Solution Architect for our Customer Practice, you will be responsible for leading the successful delivery of ServiceNow solutions and services across a variety of product lines including CSM, FSM, FSO, TNI, and more, for large client programs. The Solution Architect is responsible for leading and mentoring a team of Software Engineers on projects and aligning project tasks to engineers’ skill set.  As a Solution Architect, you will be responsible for hosting workshops, architecting, designing, and implementing solutions on the ServiceNow platform. The Solution Architect will provide technical pre-sales support and input regarding solutions, structure, and growth for complex professional services projects. The candidate will join an existing team working within the US and Canada.

Your Impact

• Assist Pre-Sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systems
• Serve as primary technical point-of-contact for projects and as the face of the engineering team to the customer 
• Define, at an architectural and design level of detail, technical solutions aligned with the client’s business problems and ServiceNow Implementation Best Practices
• Write/estimate Stories, monitor engineers work, and own overall quality and delivery of development; may perform a portion of development on Stories that cannot be delegated
• Responsible for demos and delivery of additional documentation, proof of concepts, and knowledge transfer activities for project and crew members
• Work collaboratively with Project Manager to monitor for scope creep and resolve critical path technical issues, complex business processes, and escalations from customers
• Collaborate with Pre-sales and project managers to ensure solutions are not introducing unnecessary customization and minimize technical debt
• Draft and publish to company repository technical and process documentation.
• Prepare and facilitate customer workshops to capture and define customer’s requirements.
• Collaborate with Pre-Sales team and Delivery Organization on creating plans that drives results based on the customers’ requirements and budget
• Research industry impact and innovative opportunities to propose NewRocket product enhancements.
• Provide engineers with architectural blueprints/requirements for implementations

 Your Experience

• 8-12 years’ experience in application development at a SaaS, PaaS, or Enterprise Software Development Company.
• 3+ Years of ServiceNow Platform Experience with an in-depth understanding of ServiceNow architecture.
• Experience within product areas such as CSM, FSM, FSO, TNI on the ServiceNow Platform, preferably with experience with Order Management for Customer Service Management
• Passion in engineering science and technology. Applying principles, techniques, procedures, and equipment to the design and production of managed services.
• Collaboration with customers is something you love to do! Including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Strong problem-solving skills and the ability to simplify complex situations.
• Fundamental understanding of the CSM data model (Accounts, Contacts, Cases, Entitlements, etc.).
• Experience with documentation software (e.g., Microsoft Word, Excel, PowerPoint, Lucidchart).
• Adapts quickly in a fast-paced environment!
• Proven ability to consult as a key technical resource leading the development and delivery of ServiceNow solutions in client environments
• Knowledge of ITIL, minimum Foundation and/or CSDM, Common Service Data Model.
• Proficient in one of the following product lines: CSM, HR, ITBM, ITOM, Performance Analytics, SecOps, or Software Asset Mgmt.
• Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
• Strong scripting skills in the ServiceNow platform using JS: Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly, etc.
• Experience implementing systems using the Agile/Scrum methodology

Education & Certifications

• BA/BS degree in Business Administration or technology related field preferred, or equivalent experience
• ServiceNow Certified System Administrator (CSA) required, current or obtain within 6 months.
• Certified Implementation Specialist (specific domain area) required, current or obtain within 6 months
• ServiceNow Pre-sales accreditations
• ServiceNow Micro-certs, nice to have!