Director, Enterprise Solution Consultant

Director, Enterprise Solution Consultant

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

As a Transformational Platform Consultant, you will be the technical strategist and storyteller who co-designs holistic, multi-year transformation visions for Service Now's most valuable customers—pulling them beyond point-product thinking into enterprise-scale operational transformation.

You will serve as the trusted technical advisor to 2–3 Elevate Pursuit Leads driving transformational deal development. You will design the customer's "North Star" operating model by architecting Service Now's platform strategy across workflow, intelligence, and governance layers. Unlike traditional solution consultants who validate product fit, you own the transformation narrative: you uncover what's possible, co-create the future state with customer executives, and position Service Now as the essential platform enabling that vision.

Your expertise will span Service Now's application portfolio, platform architecture, and enterprise transformation methodology. You'll lead discovery workshops, design and own the end-to-end technical value narrative, and maintain executive momentum across a 9–18 month transformation journey. You'll work hand-in-hand with Elevate Pursuit Leads, specialized product solution consultants, engineering, cross-functional product specialists, and account teams to translate customer pain into architectural possibility.

Core Responsibilities

• Co-design the customer's "North Star" operating model with Pursuit Leads and customer executives
• Own the technical transformation narrative: articulate the "why" and "what" of the platform architecture, not just the "how"
• Lead discovery workshops and ideation sessions that unlock what the customer hasn't yet imagined is possible
• Translate customer business imperatives (cost, speed, experience, control, risk) into a coherent Service Now platform hypothesis that creates genuine competitive advantage
• Uncover what's possible; position Service Now as the essential platform enabling that vision

Executive Engagement & Conviction-Building

• Build and deliver the technical point of view for compelling C-level and board-level presentations that position the transformation as a business imperative, not an IT project
• Drive C-suite conversations on business outcomes (revenue, efficiency, innovation, control, risk) and how Service Now platform architecture enables them
• Move customers out of single-product or siloed-BU thinking into integrated, platform-centric operational models
• Co-create transformation stories with Pursuit Leads and customer executives—building conviction through authentic partnership, not presentation
• Maintain executive momentum across the 9–18 month journey, working through customer uncertainty and competing priorities

Technical Credibility & Methodology

• Demonstrate authoritative knowledge of Service Now's platform architecture, workflow orchestration, AI governance, and integration patterns
• Map customer use cases to appropriate Service Now products (ITSM, ITOM, CSM, FSM, GRC, CMDB, Intelligence) within a coherent platform strategy
• Identify and articulate technical risks, integration dependencies, and architectural tradeoffs early
• Partner with specialist solution consultants and product teams to validate platform feasibility and scope transformational architecture

Pursuit Deal Development & Strategy Partnership

• Partner with Elevate Pursuit Leads on deal development strategy, technical approach, and customer engagement planning
• Coordinate pre-sales discovery,…