CRM Solution Strategy Architect (Pre Sales)

ServiceNow-posted 3 months ago

$121,700 - $213,000/Yr

Full-time • Senior

Chicago, IL

5,001-10,000 employees

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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. 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.

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 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 Platforms, 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 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.

ServiceNow certifications (CIS-CSM, CIS-SOM, CSA, CAD)
CPQ/ordering expertise
ITIL
partner/PRM exposure

Base pay of $121,700 - $213,000, plus equity (when applicable), variable/incentive compensation and benefits.
Health plans, including flexible spending accounts.
401(k) Plan with company match.
ESPP, matching donations.
Flexible time away plan and family leave programs.

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