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CRM Solution Strategy Architect

2 days ago

Chicago, Illinois, United States ServiceNow Full time
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 — ServiceNow 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.

Job Description

About Us: ServiceNow is a leader in digital transformation, helping organizations streamline operations and deliver exceptional experiences. We are experts in leveraging ServiceNow's powerful platform to drive business value, and we are looking for a passionate and strategic thinker to join our team as a ServiceNow 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.

Job Overview

As a ServiceNow 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 ServiceNow solutions (CRM, CPQ/SOM, CSM, FSM), and package commercial proposals (ROMs, estimates, SoWs) that secure executive buy-in and deliver measurable outcomes. This role is ideal for an experienced Salesforce/CRM architect ready to lead with ServiceNow at enterprise scale.

Key Responsibilities

Strategy & Executive Alignment

  • 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.

Solution Architecture

  • Design composable ServiceNow 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.

Discovery & Design

  • 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.

Commercial Packaging

  • 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.

Stakeholder & Partner Orchestration

  • 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.

Innovation & IP

  • Identify accelerators, playbooks, integrations, and reusable assets for future engagements.
  • Co-create industry offers and quick-starts; continuously self-learn new platform capabilities.
Qualifications
  • 8–15+ years in CRM/Service transformation with deep architecture experience across SFA, CPQ, SOM/Order Management, CSM, and FSM.
  • 3–5+ years with ServiceNow 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: ServiceNow 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 - $213,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

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 ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow 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, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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