Solution Architect

Company Description

It 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 — Service Now 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.

About the Role

Service Now is seeking a CRM Architect Director with deep telecommunications industry expertise to join our Customer & Industry Workflows Expert Services team. This role is designed for a seasoned CRM architect who brings both the technical depth to lead complex Service Now implementations and the industry fluency to speak credibly about telco-specific business challenges, operational models, and transformation priorities.

You do not need prior experience with Service Now’s telecom product portfolio — we will invest in building that expertise. What matters is that you bring a genuine understanding of how telecommunications companies operate: from network and service management to customer lifecycle, revenue assurance, and the operational complexity unique to carriers, CSPs, and infrastructure providers. This industry knowledge, paired with your CRM architecture skills, will enable you to drive exceptional outcomes for some of the world’s most complex telco customers.

What You Will Do

• Lead Service Now CRM implementations for telecommunications customers, applying industry knowledge to accelerate adoption and drive measurable business outcomes
• Translate telco-specific business challenges — such as customer churn, order fallout, service assurance, and B2B/B2C complexity — into effective CRM solution designs
• Serve as a trusted advisor to telco customers, connecting their operational priorities to Service Now platform capabilities
• Demonstrate empathy for the customer and genuine passion in helping them succeed in a highly competitive industry
• Engage and collaborate with Service Now R&D teams on escalated technical issues, including telco-specific product gaps and enhancements
• Provide thought leadership to telco sponsors and stakeholders in solving business process and technology problems
• Review customer architecture, design processes, and system integrations, with sensitivity to legacy telco environments and OSS/BSS landscapes
• Configure solution environments to address customer requirements and business issues
• Contribute to pre-sales campaigns by sharing telco-specific implementation strategies and best practices
• Mentor field resources on telco industry context and delivery best practices for CRM applications in telecommunications
• Collaborate with Product Management to surface telco customer needs and inform the Service Now product roadmap
• Share industry insights and lessons learned with internal teams and the broader Service Now community

Our 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 consulting
• 10+ years in the CRM technology industry
• Significant experience working with or within telecommunications companies — including carriers, CSPs, cable/broadband providers, or telco infrastructure firms
• Deep understanding of telco business models, customer lifecycle management, and operational challenges (e.g., churn, order management, B2B/enterprise sales, network-driven service delivery)
• Familiarity with OSS/BSS architecture and how CRM systems interact with broader telco technology stacks
• Comfort learning new technology platforms quickly — prior Service Now experience helpful but not required
• Ideally Service Now CSA and CSM certified, or willingness to certify upon hire
• Ability to perform deep architectural advisory work
• Excellent verbal and written communication skills, including ability to present to executives, chair…