Technical Architect, CRM & Industries Workflow

Job Description

This Technical Architect CRM & Industry Workflow is a functional and technical expert consulting with customers on implementing Service Now CRM & Industry Workflow's solutions based on best practices – all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within Service Now (e.g., Product Management, Customer & Partner Excellence, Training & Certification).

Technical Architect, CRM & Industry Workflow brings architectural guidance, business acumen in the industry (Customer Service, Field Service Management, Information Technology, etc.), along with deep product expertise, innovation, and knowledge capital to our customers and partners.

• Serve as primary technical point-of-contact for projects and as the face of the development team to the customer.
• Ensure quality of work delivered by technical team, serve as escalation point for client concerns, and identify and implement technical team process efficiencies to benefit the technical team and clients.
• Define, at an architectural and design level of detail, technical solutions aligned with our client’s business problems and Service Now Implementation Best Practices.
• Understand customer requirements, translate to high-quality technical solutions, and communicate and deliver them to clients.
• Write/estimate stories, monitor developer’s work, and own overall quality and delivery of development.
• Lead technical onboarding efforts with new clients to understand their current processes and platform configurations.
• Deliver any purchased development artifacts, documentation, and knowledge transfer activities.
• Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.
• Mentor developers and technical consultants on technical design standards and best practices.
• Research technology partner or other vendor solutions in context of client requirements for integration.

• Maintain and build proficient knowledge of the Service Now platform and products.
• Assist the pre-sales team with scoping service engagements typically involving multiple Service Now products and complex integrations with client applications/systems.
• Evangelize Service Now Expert Services by contributing to whitepapers, webinars, community groups and partnerships.

• Engage and collaborate closely with the Service Now product teams on new product service offerings and go to market activities.
• Interface with the product team during new product implementations to gain best practices insights and give feedback on new features and capabilities to enhance the product.

To be successful in this role, you will need to have the following qualifications:

• At least 8 years of consultation and/or configuration experience related to implementing complex, highly configurable technologies. Preferably Service Now CRM & Industry Workflow Solutions. (Knowledge of other CRM tools is a plus - Salesforce, Service Now, Zendesk. Etc. Service Max, Pega, etc.)
• Minimum of 2 years of experience developing enterprise architectures, technical roadmaps.
• Strong Understanding of industry specific knowledge including system architecture, use cases, workflows, personas, industry standards, compliance and regulation requirements (Ex. HIPPA, PHI, and PII) typically found in the ecosystem.
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
• Understanding of data classifications and impacts to storage and security requestions for various types.
• Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design.
• Strong capabilities in forging trust, engaging a remote or…