Industry Architect - CRM & Industry Workflows, Telco

Overview

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®. 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.

As an Industry Architect - Telco
, you will play a vital role in our CRM strategy by supporting our enterprise customers throughout their Service Now journey, defining the business value and tailoring end-to-end solution architecture to their specific needs, business model, value chains, and streams. You will collaborate closely with stakeholders to understand their strategic objectives, bring industry best practices for common challenges and use cases, map these to Service Now Industry Solutions, and help the customer understand the value of Service Now compared to competitors.

You will also document and guide the delivery of transformative Service Now implementations, leveraging your experience and knowledge of the telecommunications industry.

• Consult and Advise: Engage with senior VP+ stakeholders to understand their short-term and long-term goals and challenges, providing expert advice both in pre-sales and delivery capability on how Service Now can optimize their operations.
• Solution Design
  :
  Design and architect end-to-end solutions using Service Now Industry products that align with business requirements and Industry best practices, with strong focus on service management, customer service, automation, and user experience, clearly defining the value of Service Now.
• Process Improvement: Proactively analyze the current state and identify new options for improving ways of working to achieve/exceed business results. Make sense of complex or contradictory information to effectively solve problems.
• Cross-Functional Collaboration: Work closely with IT, operations, business stakeholders, product, and other external and internal teams to ensure that solutions are aligned with business needs and are implemented effectively. Constantly positioning effective cross-product solutions for the industry.
• Industry Best Practices: Drive and develop plans for the adoption of Industry Best Practices across Service Now products at process, solution architecture and technical leadership in the configuration, customization, and implementation of Service Now Industry Solutions.
• Thought Leadership: Keep up to date on the emerging and latest Industry & competitive trends, the latest Service Now capabilities, trends, and best practices, sharing regularly this knowledge with the team and clients.

• Implementation Service Expertise: Proven experience as a Presales Architect, Solution Architect, or Consultant in competitive solutions, such as Salesforce, Microsoft, or Pegasystems, with a strong understanding of service management and customer service processes.
• Telecommunications Industry
  
  Experience:
  
  Knowledge and track record of delivering transformative solutions in the Telecommunications space with an understanding of industry trends, pain points, and processes.
• Service Now Knowledge: Familiarity with Service Now, especially in Customer Service Management (CSM) or Field Service Management (FSM), or IT Service Management (ITSM), is a plus. Willingness to learn and become certified in Service Now if not already.
• Other
  
  Qualifications:
  
  Strong understanding of industry-specific knowledge, including system architecture, use cases, workflows, personas, compliance, and industry standards (e.g. 3
  
  GPP, TMF, and MEF) typically found in the ecosystem;
  Experience in Telecommunications Networking Technologies such as 5G, Fiber Optic, Mobile Edge Computing, IP and Optical Networking, SD-WAN, Cloud and Data Center technologies, Satellite, Etc;
  
  Certifications:
  
  Competitive certifications, such as Salesforce certifications (e.g., Service Cloud Consultant) or Service Now certifications (e.g., CSA or CIS-CSM), are highly preferred.

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Service Now 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,…