ServiceNow Sales Order Management Solution Architect

Lead architecture for end-to-end order management and fulfillment solutions, connecting customer, product, order, service, fulfillment, inventory, activation, billing, assets, and support into a traceable and scalable operating model.

Candidates should understand the flow from sale through order capture, validation, approval, decomposition, fulfillment, provisioning, activation, billing, and completion, plus common failure modes: order fallout, partial fulfillment, failed integrations, customer changes, inventory constraints, cancellations, rework, escalations, and activation failures.

• Lead architecture for Service Now Sales Order Management
• Design order capture, validation, decomposition, orchestration, fulfillment, and completion workflows
• Define order, product, service, customer, account, location, and fulfillment relationships
• Design order decomposition and fulfillment task models
• Establish approval, exception, amendment, cancellation, and escalation workflows
• Support new orders, renewals, changes, disconnects, and service modifications
• Connect commercial orders to downstream operational fulfillment
• Establish order status visibility and design SLA and milestone tracking
• Define reusable fulfillment templates; reduce manual handoffs and duplicate entry
• Design integrations with CRM, ERP, CPQ, billing, inventory, logistics, and provisioning systems
• Define system-of-record and data ownership; design reconciliation and exception handling
• Establish dashboards for order volume, aging, backlog, fallout, cycle time, and fulfillment performance
• Lead workshops with Sales, Customer Service, Operations, Finance, Fulfillment, Product, and Technology teams
• Partner with Integration Architects, BPCs, Technical Consultants, and enterprise architects
• Support testing, release planning, deployment, and stabilization
• Mentor development and technical teams

• 8+ years of enterprise technology, order management, CRM, telecommunications, or customer operations experience
• 5+ years of Service Now implementation experience
• 3+ years of solution architecture experience
• Strong understanding of enterprise order-management concepts
• Strong workflow and platform architecture knowledge
• Strong integration experience
• Ability to translate business processes into scalable technical architecture
• Strong workshop facilitation and stakeholder-management skills

• Sales and Order Management
• Customer Service Management
• Telecommunications Service Management
• Product Catalog
• Service Catalog
• Integration Hub
• Flow Designer
• CMDB
• CSDM
• FSM
• ITSM
• Performance Analytics
• Service Now AI capabilities
• Salesforce
• SAP
• Oracle
• Microsoft Dynamics
• CPQ platforms
• Billing platforms
• Inventory systems
• Logistics platforms
• Provisioning systems
• Customer portals
• Contract-management platforms

• Service Now CSA
• Relevant CIS certifications
• Service Now CAD
• CTA preferred
• ITIL advantageous

• Faster order fulfillment
• Lower order fallout
• Fewer manual handoffs
• Better order visibility
• Higher fulfillment accuracy
• Faster revenue activation
• Reduced rework
• Improved customer experience
• Improved integration reliability
• Lower technical debt