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Solution Architect
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ServiceNow
Addison, TX (In Person)
Full-Time
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Job Description
Company DescriptionIt 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 DescriptionAbout the RoleServiceNow is seeking a driven CRM Architect Director to serve a dual mandate: leading hands-on customer delivery engagements and partnering with our sales organization on pre-sales solutioning and scoping. This role sits at the intersection of delivery excellence and revenue growth, requiring equal fluency in architecting real-world CRM implementations and shaping compelling, credible solutions for prospective customers.
Approximately half of your time will be spent in active delivery — guiding customers through complex CRM implementations, ensuring adoption, and driving measurable outcomes. The other half will be spent in pre-sales — working alongside account teams to scope engagements, respond to customer challenges, and develop implementation strategies that win trust and close deals. This is a rare opportunity for an architect who thrives both in the field and in front of prospects.
What You Will DoLead and architect complex ServiceNow CRM implementations, owning delivery quality and customer outcomes end-to-endPartner with sales teams on pre-sales pursuits — scoping engagements, developing implementation strategies, and building customer confidence in our approachCreate and present compelling solution designs, project scopes, and delivery roadmaps for prospective customersDevelop SOW content, effort estimates, and risk assessments that reflect realistic delivery expectationsDemonstrate a deep sense of empathy for the customer and genuine passion in helping them succeedEngage and collaborate with ServiceNow R D teams on escalated technical issuesInfluence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors and stakeholders on business process and technical problemsReview customer architecture, design processes, and system integrations to the platformConfigure solution environments to address customer requirements and business issuesMentor field resources in implementation methodology, configuration, and best practices for CRM applicationsShare best practices and known solutions with internal teams, the community, and customers to promote faster time to valueCollaborate with Product Management and Development to enhance ServiceNow products with capabilities that address customer needsStay current on competitive analyses and articulate differentiators between ServiceNow and its competitorsQualificationsOur ideal candidate:10+ years of experience in customer-facing implementation and delivery roles such as Solution Architect, Technical Consultant, or developer — ideally in professional services or consulting10+ years in the CRM technology industryDemonstrated pre-sales or solutioning experience — including SOW development, scoping, effort estimation, or pursuit supportDeep domain knowledge in Customer Relationship ManagementIdeally ServiceNow CSA and CSM certifiedAbility to perform deep architectural advisory work as well as hands-on configuration and coding in ServiceNowExcellent verbal and written communication skills, including ability to chair sessions, present to executives, and facilitate workshopsHighly data-driven with commitment to driving customer engagement toward business outcome and value realizationFanatical about customer success and tenacious at driving long-term customer valueMust be able to travel up to 25% annually, when applicableAdditional InformationWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.
Job DescriptionAbout the RoleServiceNow is seeking a driven CRM Architect Director to serve a dual mandate: leading hands-on customer delivery engagements and partnering with our sales organization on pre-sales solutioning and scoping. This role sits at the intersection of delivery excellence and revenue growth, requiring equal fluency in architecting real-world CRM implementations and shaping compelling, credible solutions for prospective customers.
Approximately half of your time will be spent in active delivery — guiding customers through complex CRM implementations, ensuring adoption, and driving measurable outcomes. The other half will be spent in pre-sales — working alongside account teams to scope engagements, respond to customer challenges, and develop implementation strategies that win trust and close deals. This is a rare opportunity for an architect who thrives both in the field and in front of prospects.
What You Will DoLead and architect complex ServiceNow CRM implementations, owning delivery quality and customer outcomes end-to-endPartner with sales teams on pre-sales pursuits — scoping engagements, developing implementation strategies, and building customer confidence in our approachCreate and present compelling solution designs, project scopes, and delivery roadmaps for prospective customersDevelop SOW content, effort estimates, and risk assessments that reflect realistic delivery expectationsDemonstrate a deep sense of empathy for the customer and genuine passion in helping them succeedEngage and collaborate with ServiceNow R D teams on escalated technical issuesInfluence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors and stakeholders on business process and technical problemsReview customer architecture, design processes, and system integrations to the platformConfigure solution environments to address customer requirements and business issuesMentor field resources in implementation methodology, configuration, and best practices for CRM applicationsShare best practices and known solutions with internal teams, the community, and customers to promote faster time to valueCollaborate with Product Management and Development to enhance ServiceNow products with capabilities that address customer needsStay current on competitive analyses and articulate differentiators between ServiceNow and its competitorsQualificationsOur ideal candidate:10+ years of experience in customer-facing implementation and delivery roles such as Solution Architect, Technical Consultant, or developer — ideally in professional services or consulting10+ years in the CRM technology industryDemonstrated pre-sales or solutioning experience — including SOW development, scoping, effort estimation, or pursuit supportDeep domain knowledge in Customer Relationship ManagementIdeally ServiceNow CSA and CSM certifiedAbility to perform deep architectural advisory work as well as hands-on configuration and coding in ServiceNowExcellent verbal and written communication skills, including ability to chair sessions, present to executives, and facilitate workshopsHighly data-driven with commitment to driving customer engagement toward business outcome and value realizationFanatical about customer success and tenacious at driving long-term customer valueMust be able to travel up to 25% annually, when applicableAdditional InformationWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.