CRM Solution Strategy Architect; Pre Sales

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 Us: Service Now is a leader in digital transformation, helping organizations streamline operations and deliver exceptional experiences. We are experts in leveraging Service Now’s powerful platform to drive business value, and we are looking for a passionate and strategic thinker to join our team as a Service Now Business Process Consultant with Call Center experience. If you have experience with Salesforce Service Cloud and are ready to expand your expertise, this is the perfect opportunity to transition your skills and make a real impact.

As a Service Now Solution Strategy Architect you will shape the vision, architecture, and delivery path for enterprise-wide customer and revenue transformations. Partnering with executives and cross-functional stakeholders, you’ll translate strategy into pragmatic roadmaps, design modern Service Now solutions (CRM, CPQ/SOM, CSM, FSM), and package commercial proposals (ROMs, estimates, SoWs) secure executive buy-in and deliver measurable outcomes. This role is ideal for an experienced Salesforce/CRM architect ready to lead with Service Now at enterprise scale.

• Engage senior business leaders to clarify growth, efficiency, and experience goals; craft compelling value narratives to secure sponsorship.

• Define target-state architectures across SFA, CPQ, SOM/Order Management, CSM, FSM, data, and AI.

• Build phased roadmaps with KPIs, ROI, and success measures tied to outcomes.

• Design composable Service Now solutions for selling, quoting, order capture, case management, field service, and self-service.

• Apply AI capabilities (Now Assist, AI Agent Studio, AI Search) to automate business workflows

• Develop co-existence and integration strategies with Salesforce, ERP, Data Patforms, and Partner tools.

• Lead executive and SME workshops to capture requirements and define capabilities, epics, and user stories.

• Maintain reference architectures, process models, and data flows to guide delivery teams.

• Build ROMs, staffing models, and delivery phasing; partner with services teams on SoWs and assumptions.

• Develop executive-ready proposals that articulate scope, value, and change impact.

• Align internal product, services account executives, and delivery teams through governance and decision forums.

• Shape joint GTM motions with partners (SIs/ISVs) including value propositions and repeatable plays.

• Identify accelerators, playbooks, integrations, and reusable assets for future engagements.

• Co-create industry offers and quick-starts; continuously self-learn new platform capabilities.

• 8–15+ years in CRM/Service transformation with deep architecture experience across SFA, CPQ, SOM/Order Management, CSM, and FSM.

• 3–5+ years with Service Now workflows (Customer/Revenue and/or Industry) and exposure to AI features (Now Assist, AI Agent Studio, AI Search).

• Proven track record of building ROMs/estimates, proposals, and securing C-level buy-in.

• Strong enterprise architecture skills: integrations, data models, security, scalability.

• Experience designing coexistence strategies with Salesforce/ERP/data platforms.

• Exceptional facilitation, storytelling, and executive communication skills.

• Self-driven innovator with a bias to action and evidence of codifying IP/offers.

• Nice to have:
  Service Now certifications (CIS-CSM, CIS-SOM, CSA, CAD), CPQ/ordering expertise, ITIL, partner/PRM exposure.

For positions in this location, we offer a base pay of $121,700 -…