CRM 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.

This role can be based from any of our EMEA locations.

As a CRM Architect
, 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.

CRM Transformation

Experience:

Proven experience leading or contributing to end‑to‑end CRM transformation initiatives, including assessment of legacy CRM landscapes, definition of target operating models, redesign of customer‑facing processes (sales, service, fulfillment), and execution of large‑scale CRM platform rollouts. Experience guiding customers through change management, adoption, and value realization in complex, multi‑stakeholder CRM programs.

Implementation Service Expertise: Proven experience as a Presales Architect, Solution, Platform Architect, or Principal Consultant in competitive solutions, such as e.g., Salesforce, Microsoft, or Pegasystems, with a strong understanding of service management and customer service 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.

Consultative Mindset: Strong problem‑solving skills with the ability to think strategically and drive complex projects from concept to completion.

Stakehold…